Quality Assurance - QA Team Leader

Company: HR1 Client

Location : HoChiMinh

email: info@hr1vietnam.com

phone: 028-38252566


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Responsibilities: 

  • Prepare report and analysis on quality progress to HOCS
  • Ensure contact reason categories are tagged correctly
  • Generate processes and guidelines for CSR’s to adhere
  • Responsible for verifying recoveries are completed
  • Participate in calibration and meetings to assure the requirements are on par
  • Train the CSR on new implementations and process changes
  • Test products and procedures to establish functionally and effectively
  • Manage the BPO performance to achieve KPIs of productivity, CSAT, DSAT, and CQM

Requirements:

  • Solid knowledge of relevant regulatory standards
  • Fluency in the English language (both verbal and written)
  • Excellent data collection and analysis skills

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