Tuyển dụng QA, Giám sát chất lượng cuộc gọi

Công ty TNHH Transcosmos Việt Nam

Mức lương: 9 - 14 triệu Nơi làm việc: Tp Hồ Chí Minh

Trình độ: Cao đẳng Đã hết hạn

Nộp đơn Lưu việc làm

Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
Training CSR’s on soft skills, call handling, ticket handling and communication skills
Providing report and analysis on quality progress to HOCS
Ensuring contact reason categories are tagged correctly
Generating process and guidelines for CSR’s to adhere
Ensuring recoveries are done
Attending calibration and meetings to ensure requirements are on par
Training CSR on new implementations and process changes.
Analyze the root cause of issue and able to design action plan.
Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Test products and procedures to establish functionality and effectiveness.
Manage BPO performance to achieve KPIs of productivity, CSAT, CQM

At least 1 year-experience developing and implementing quality assurance programs in a call center environment
Good English skill (listening, speaking and writing)
Ability to solve problems quickly and independently while working in a fast-paced environment
Experience persuading audience and front line employees to support new initiatives
Exceptional listening skills
Intermediate to advanced reporting skills
Excellent ability to identify and analyze data for trends
Experience in providing performance feedback
Excellent time management
Ability to multitask and perform in constantly changing environment
Experience managing and driving team calibration to QA requirement
Strong organizational, planning, prioritization skills