Quality Assurance Team Lead
2 weeks ago
**Job description**:
- 1. Team Management & Operations Oversight (30%)
- Manage the QA team to ensure compliance with SLA, CSAT, QA Score, and other KPIs.
- Allocate and assign tasks effectively based on workload.
- Provide regular reports on performance metrics, analyze trends, and propose solutions.
- Ensure all operational KPIs are consistently met or exceeded.
- 2. Service Quality Improvement & Process Optimization (25%)
- Monitor and analyze performance data to identify root causes and recommend improvements.
- Collaborate with cross-functional teams to design, optimize, and implement new processes.
- Propose tools and technology solutions to improve efficiency and customer/driver experience.
- 3. Training & Team Development (25%)
- Train new hires on processes, communication, and problem-solving skills.
- Provide regular coaching and support to the team, especially in challenging situations.
- Foster a customer-centric mindset and continuously enhance team members’ competencies and soft skills.
- 4. Training & Knowledge Sharing (20%)
- Conduct training sessions for new QA team members.
- Support internal training initiatives to improve team performance and quality standards.
**Job requirement**:
- Bachelor’s degree in Business, Communications, Customer Service, or related fields.
- At least 3 years in QA/Customer Service, including 1-2 years in a supervisory role.
- Experience with CRM/Contact Center tools (Zendesk, Salesforce, Freshdesk, etc. is a plus);
- Data-driven with strong analytical thinking.
- Attitude: Proactive, accountable, customer-centric, fair
**Benefit**:
- Social Insurance & Generali Health Insurance.
- Annual health check at a reputable hospital.
- Annual travel, team building, year-end party.
- Annual Performance Bonus.
- Excellent and competitive salary with 13th-month salary.
- Startup environment, young, dynamic, work hard, play hard.
- Working time: 5 days/week and flexible according to job positions.
- Location: Rivera Park Building, 7/28 Thanh Thai, Dien Hong Ward, HCMC
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