Quality Assurance (BPO, Customer Service)

Mức lươngĐến 24 triệu

Địa điểmHà Nội

Kinh nghiệm1 - 2 năm

Hạn nộp hồ sơ15/11/2026

Cấp bậcNhân viên

Hình thức làm việcToàn thời gian

Học vấnCao đẳng

Số lượng tuyển1 người

Nơi làm việcTại văn phòng

Giới tínhKhông yêu cầu

Hạn nộp hồ sơ: 15/11/2026 (Còn 17 ngày)

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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