QASpecialist (BPO Industry)

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☞ Công ty TNHH ITECHWX

Visualizza: 104

Giorno di aggiornamento: 10-12-2024

Località: Ho Chi Minh

Categoria: Consulenza / Servizio Clienti Garanzia di qualità / Controllo di qualità

Numero di reclute: 1 người

Posizione: Nhân viên

Stipendio: 17 - 22 triệu

Esperienza: 1 năm

Sesso: Không yêu cầu

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Descrizione del lavoro

Mô tả công việc

About us: We are, iTechwx, established in mid-2022, with 600 employees across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers aiming to become an IT outsourcing company. Renowned for delivering premium Contact Center and IT support services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

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

Requisiti di lavoro

Yêu cầu ứng viên
  • Available for night shifts (May work one shift during either of the following time slots: 20:00 - 5:00 or 23:00 - 8:00, onsite at the company office)
  • Have at least 1-year experience in QA in BPO, Contact center industry.
  • Excellent speaking and writing in English.
  • Experience in managing quality performance targets desired.
  • Strong determination for KPI achievement.

Beneficio del lavoro

Quyền lợi
  • Competitive salary depending on experience
  • 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
  • Salary at 100%during the probationary period
  • 90% contributionof the gross salary to social insurance
  • Training will be offered
  • Full working equipment will be provided
  • 12 days of annual leave, 8 days of sick leave
  • Annual Health Checkup
  • Annual performance review
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Scadenza: 09-01-2025

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