SeniorQuality Assurance Specialist

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☞ Công ty TNHH ITECHWX

Aussicht: 105

Update Tag: 09-12-2024

Ort: Ho Chi Minh

Kategorie: Qualitätssicherung / Qualitätskontrolle

Anzahl der Rekruten: 1 người

Position: Nhân viên

Gehalt: 18 - 24 triệu

Sex: Không yêu cầu

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Jobbeschreibung

Mô tả công việc

We’re looking for a Quality Assurance to be responsible for the overall service quality of the team, business and physical compliance. Maintain a high and consistent level of support quality across the team.

You will :

  • 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

Stellenanforderung

Yêu cầu ứng viên
  • Available for night shifts (working hours: 20:00 - 5:00, onsite at the company office)
  • Have at least 6 months of experience in QA in BPO, Contact center industry.
  • Proficient in English (4 skills)
  • Having experience/background in IT, Tech Support, high-tech projects is a big plus.

Job Nutzen

Quyền lợi
  • Salary range: 18 - 24 million gross
  • Salary at 100% during the probationary period
  • Training will be offered
  • Full working equipment will be provided
  • 90% contribution of the gross salary to social insurance
  • 12 days of annual leave, 8 days of sick leave
  • 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
  • Annual Health Checkup
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Frist: 08-01-2025

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