Junior Quality Assurance Specialist

5 months ago


Ho Chi Minh City, Vietnam Diag Full time

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
- Performing regular field audits of Diag patient centers and submitting reports to business
- Providing feedback and coaching based on quality audits, complaints, and patient/doctors’ satisfaction surveys
- Performing internal audits as required to improve overall service quality.
- Training agent on soft skills, call handling, ticket handling, and communication skills
- Providing report and analysis on quality progress to Manager/Head
- Training new joiners. Conduct refresher trainings 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
- 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
- Prepare training material, scripts and conduct sessions based on analysis. Support team to build SOP
- Preparing reports on feedbacks through various customer channels.

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



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