Quality Assurance (English Fluent - Up To 19mil)

Mức lươngĐến 19 triệu

Địa điểmHồ Chí Minh

Kinh nghiệm1 - 2 năm

Hạn nộp hồ sơ28/11/2026

Cấp bậcNhân viên

Hình thức làm việcToàn thời gian

Học vấnĐại học

Số lượng tuyển1 người

Nơi làm việcTại văn phòng

Giới tínhKhông yêu cầu

Hạn nộp hồ sơ: 28/11/2026 (Còn 28 ngày)

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Audit support tickets, customer interactions (email, chat, and calls), process compliance, documentation, and reporting accuracy.
Identify quality issues, perform root cause analysis (RCA), and recommend corrective and preventive actions.
Track improvement actions and monitor their effectiveness in reducing recurring defects and improving service quality.
Lead quality calibration sessions with Team Leaders and Team Manager to ensure consistent evaluation standards.
Assess training effectiveness and knowledge competency, providing recommendations for continuous improvement.
Monitor quality trends and contribute to improving CSAT and reducing DSAT.
Prepare quality reports and dashboards to support data-driven decisions by Site / Delivery Management.

Qualifications:
1 - 2 years of experience in Quality Assurance, preferably in BPO or Technical Support environments.
Technical Support experience is an advantage.
Strong analytical, problem-solving, and root cause analysis skills.
Good understanding of quality auditing, process compliance, and continuous improvement practices.
Requirements:
Upper-intermediate English proficiency, with the ability to communicate effectively with stakeholders and prepare reports.
Proficiency in Microsoft Excel and reporting tools; experience with Power BI and ticketing / CRM systems.
Strong attention to detail, objectivity, ownership, and time management skills.
Ability to challenge constructively, provide actionable feedback, and facilitate coaching and calibration sessions.
Ability to prioritize tasks, collaborate with Operations and Microsoft representatives, and drive quality improvements.
Performance will be evaluated based on audit accuracy and consistency, recurring defect reduction, corrective action closure, calibration consistency, and contribution to CSAT / DSAT improvement.