Junior Quality Assurance Specialist
1 month ago
**QA (OPS) will be directly responsible for tasks including (but not limited to)**:
- Ensuring 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 patient/doctor’s satisfaction
- Training agent on soft skills, call handling, ticket handling, and communication skills
- Providing report and analysis on quality progress to Manager/Head
- Training agent on new implementations and process changes.
- Analyze the root cause of the issue and able to design an action plan.
- Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
- Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
- Manage team performance to achieve KPIs of CSAT, CQM
- Participating in internal & external calibrations
- Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational/ training issues and helping team in fixing these gaps
- Support team to build SOP.
- Support ad-hoc audits.
**JOB REQUIREMENT**:
- At least 1-year experience QA/ QC in customer service/call center/contact center environment.
- Good at English.
- Intermediate to advanced reporting skills.
- Excellent ability to identify and analyze data for trends.
- Experience in providing performance feedback.
- Experience managing and driving team calibration to QA requirement.
- Willing to travel across HCMC and provinces to perform center audits.
- Pro-active, hardworking and detail-oriented
- Be able to adapt to the needs of a growing business through ad-hoc support and/or changes to the work requirements.
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