Qc & Training Supervisor (Call Center) - Ho Chi

1 week ago

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

Job brief
Your job as an QC & Training Supervisor is to ensure:

  • The quality of call center staff in professional compliance and bring satisfaction to customers. Through the test results, make recommendations to bring the highest operational quality efficiency.
  • Train call center staff to have appropriate skills and skills for the project to bring satisfaction to customers.
  • Propose solutions to bring the highest efficiency and quality of operation.

Main Responsibilities**- Leading of team of QC agent to look after the check and evaluate quality of contact center staff (voice, non-voice) at the request of Sales team leader and random inspection at the request of superiors.

  • Be the owner of checking, identify and evaluation process of contact center
  • Summarize inspection results, make reports on results collected during quality assessment / bad rating for peer, superiors and related departments.
  • Be able to coordinate, host and planning training sessions regularly for new member, or adhoc training for cases where agents have errors detected during inspection and evaluation (if required).
  • Coordinate with other team leaders to closely monitor and check new call center staff, employees with reduced performance, staff trained due to mistakes,...
  • Update results for line manager and periodically report to QA on monitoring results.
  • Prepare guaranteed conditions for each training session (Demo equipment, materials,...).
  • Implement skills and professional training for employees (ensure efficiency)

Complete the post-training tasks:
marking, returning results and answering students' questions, reporting training results to direct manager and related departments.

  • Support agents during the time when there is no train course. Regularly check the quality of consultation content of Customer Care staff through offline recordings to collect information, build private review content for agent periodically.
  • Coordinate with Teamleader and QA to plan review, improve skills and skills for all call center staff.

Requirements and skills

  • Experience in QC, training and coaching.
  • Have skills in communicating and inspiring employees.
  • Know how to plan employee development according to the skills roadmap.
  • Good communication skills. Good computer skills.
  • Good teamwork and coordination skills between departments.
  • Ability to solve problems quickly and independently while working in a fastpaced environment.
  • Intermediate reporting skills.
  • Resistant to high work pressure, can support the team outside of working hours if unexpected situations arise
  • Ability to multitask and operate in constantly changing environments.
  • Selfarrangement skills. Organizational skills, planning.

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