Quality Assurance (BPO, Customer Service)

SalaryUp to 24 million VND

LocationHanoi

Experience1 - 2 years

Application deadline15/11/2026

LevelStaff

Employment typeFull-time

EducationCollege

Headcount1 person

WorkplaceOn-site

GenderNo requirement

Application deadline: 15/11/2026 (17 days left)

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Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)
Key Measure:
Successful implementation of process improvements
A common quality language regarding processes and improvements used in the organization
Knowledge of key principles of quality management distributed in the organization

Proficient in English (4 skills) (Advanced level)
Have at least 1-year experience in QA in BPO, Contact center industry.
Willing to work during Tet and holidays (with a salary up to four times the normal rate)
Customer service mindset