Contact Center Quality Assurance, Senior Specialist

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time
Prudential's purpose is to help people get the most out of life.

We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions.

We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Job Purpose


Reporting to the Premium & Calling Management Manager, the Senior Quality Assurance Analyst & Support (QA Analyst) is responsible for assessing the quality of the performance of contact center employees who deal with existing and potential customers.

The QA Analyst will monitor outbound service calls to assess communication technical accuracy, customer service performance, and conformity to PVA's policies and procedures.

The QA Analyst will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall customer experience.

The team's progress in improving call quality will be used to gauge this role's performance.

Job Responsibilities

The scope includes:

  • Monitor and assess agent's performance & trends;
  • Develop, create, and implement contact center quality processes and procedures;
  • Design evaluation framework/schemes/programs.
  • Produce reports and analytics for monitoring and improvement plans;
  • Business risk reduction;
Directly responsible for the work requests assigned. This includes ensuring any issues are resolved and work is completed within agreed timescales.

Job Accountability


The purpose of the Quality Services Analyst function is to provide assurance that PVA's customers are treated fairly, are provided with exceptional customer service ensuring that consultant that are suitable for their needs and appetite for risk.

They are key to agent development by identifying improvement opportunities and actionable insights for coaching.

  • Performs call monitoring and provides trend data, quality reports, and feedback to Managers & teams;
  • Participates in design of call monitoring formats and quality standards.
  • Uses quality monitoring data to compile and track performance at team and individual level.
  • Participates in team's listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • A continuous improvement in contact center's processes internal and external;
  • Highlighting areas of risk;
  • Identifying and addressing potential customer interaction issues;
  • Increased customer satisfaction and improved sales closings;
  • Perform other duties as assigned.
Job Requirements

Qualifications:

  • The Degree Of Associate or Bachelor's Degree.
Knowledge and skills

  • Knowledge of Microsoft Office Suite Products;
  • Excellent listening, verbal, written, and interpersonal communication skills;
  • Keen attention to detail;
  • Good judgment and decisionmaking and problemsolving capabilities;
  • Exceptional listening and analytical skills.
  • An effective time manager who can perform in a fastpaced, deadlineoriented environment;
  • Ability to organize, prioritize, adapt to change, and work in a fastpaced environment;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Understanding of call quality and call coaching tools and methodology;
  • Ability to work in a team, and alone, with mínimal supervision and act on own initiative.
Competencies

  • Must be selfmotivator and selfstarter;
  • Focus on quality and customer service;
  • Must be able to effectively deal with people at all levels inside and outside PVA;
  • Principlebased Risk Management;


 Navigating
  • Understanding the immediate business/function strategy and planning own activities accordingly;
  • Aspiring being ambitious about providing the highest standards of delivery;
  • Driving setting stretching goals for self;
  • Mobilizing authentically engaging with team and colleagues to deliver at pace;
  • Sustaining making considered decisions that protect and enhance PVA values, reputation, and business.

  • Contact Center Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Officer, Contact Center

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Techcombank Full time

    12 Jun 2024Officer, Contact Center :Category: Operations DivisionJob Type: Facility: Customer ServicesJob Purpose:Key Accountabilities (1):Perform 24/7 call center work Work in assigned shift (including holidays and public holidays) to ensure 24/7 operation. Analyze customer needs and advise and guide appropriate financial products and services through...

  • Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH Stiebel Eltron Việt Nam Full time

    Mô tả công việc:(Mức lương: triệu VNĐ)Mô tả Công việcEnsuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.Providing feedback and coaching based on quality audits, complaints and seller satisfaction.Remarks to improve on their communication and overall quality...

  • Contact Center Manager

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH Hiptech Full time

    Mô tả công việc:(Mức lương: Từ 34 triệu VNĐ)Quality Assurance specialist to oversee processes for the company's projects.Understanding project metrics to provide report to Manager.Ensuring an accurate assessment of the project's current status.Making predictions about its future.Utilizing project data, the QA specialist will be able to propose...

  • Contact Center Senior Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Senior Supplier Quality Engineer

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Adecco Full time

    Job LocationHo Chi Minh CityJob typePermanentSalaryNegotiableTheo lĩnh vựcSupply Chain / LogisticsExperience5-7 NămIndustryRetailJob summary:Our client, a global leader in home improvement products, is looking for a Senior Supplier Quality Specialist to manage and improve production plan and capacity of their manufacturing partners in...

  • Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam sungrove tech vietnam Full time

    The QA Leader will be responsible for leading the quality assurance efforts in software development projects, ensuring that all products and services meet the necessary quality standards. This position requires fluency in Japanese to effectively communicate with the product owners and development teams at the headquarters.Your role & responsibilities-...

  • Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam sungrove tech vietnam Full time

    The QA Leader will be responsible for leading the quality assurance efforts in software development projects, ensuring that all products and services meet the necessary quality standards. This position requires fluency in Japanese to effectively communicate with the product owners and development teams at the headquarters.Your role & responsibilities-...

  • Contact Center

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Shinhan Bank Full time

    Work Location Ho Chi Minh (District 7)Job Level Experienced (Non - Manager)Job Type PermanentExperiences 2 YearsSalary NegotiableIndustry Banking, Customer ServiceJob Benefit: Insurance Travel opportunities Health checkup Training & Development Salary review To response all customer's general inquiries on all Omni Channels. To support customer's requests on...

  • Operations Quality Assurance Senior Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Senior Quality Assurance Engineer

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam NashTech Full time

    Senior Quality Assurance Engineer:NashTech- Ứng TuyểnQA QC English- Đăng nhập để xem mức lương 364 Cong Hoa, Tan Binh, Ho Chi Minh Xem bản đồ 239 Xuan Thuy, Hanoi, Vietnam, Cau Giay, Ha Noi Xem bản đồ Tại văn phòng 4 giờ trước3 Lý Do Để Gia Nhập Công Ty:Professional and flexible working environment Career development...

  • Senior Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Dragon Capital Full time

    Position: Senior Quality AssuranceDepartment: Technology SolutionsNoof vacancy:1Work location: Ho Chi Minh Office, 15/F Me Linh Point, 2 Ngo Duc Ke, District 1, HCMCKey ResponsibilitiesCoordinate quality aspects of a project throughout specific software development process methodology and project management software toolsReview requirements, specifications...

  • Quality Assurance Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH Robocash Việt Nam Full time

    Mô tả công việc:(Mức lương: Thỏa thuận) Review recorded and live calls to ensure that proper steps were taken, assessing representatives' compliance to process and adherence to procedures/ scripts. Identify performance weaknesses, unclear processes, product confusion and incidences of high call volume and provide feedback to Dept Collection...

  • Partnership Quality Assurance Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam TikTok Full time

    ResponsibilitiesTikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive....

  • Mobile Application Quality Assurance Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Fe Credit Full time

    **Phúc Lợi**:- Máy tính xách tay- Bảo hiểm- Phụ cấp- Chăm sóc sức khỏe- Đào tạo- Tăng lương- Công tác phí- Chế độ nghỉ phép**Mô Tả Công Việc**:**MỤC TIÊU****_OBJECTIVES_**Trách nhiệm chính của Chuyên Viên Đảm Bảo Chất Lượng Ứng Dụng UB bao gồm việc thực hiện việc kiểm tra, phân...

  • Mobile Application Quality Assurance Specialist

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Fe Credit Full time

    **Phúc Lợi**:- Máy tính xách tay- Bảo hiểm- Phụ cấp- Chăm sóc sức khỏe- Đào tạo- Tăng lương- Công tác phí- Chế độ nghỉ phép**Mô Tả Công Việc**:**MỤC TIÊU****_OBJECTIVES_**Trách nhiệm chính của Chuyên Viên Đảm Bảo Chất Lượng Ứng Dụng UB bao gồm việc thực hiện việc kiểm tra, phân...

  • Senior to Manager Quality Assurance/qc

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam AthenaPros Full time

    Senior to Manager Quality Assurance/QC ( Tester/Agile):AthenaPros- Ứng TuyểnQA QC Tester Agile- Đăng nhập để xem mức lương 55 Đặng Dung, Phường Tân Định, District 1, Ho Chi Minh Xem bản đồ Tại văn phòng 1 giờ trướcMô Tả Công Việc: Foreign invested Software Company, 19 years in operation, with offices in San...

  • Contact Center

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Shinhan Bank Full time

    Work Location Ho Chi Minh (District 7)Job Level Experienced (Non - Manager)Job Type PermanentExperiences 3 YearsSalary NegotiableIndustry Banking, Customer ServiceJob Benefit: Insurance Travel opportunities Health checkup Training & Development Salary review Schedule and conduct training sessions on various topics to new agents and experienced agents Develop...

  • Cs Quality Assurance

    2 weeks ago

    Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region...