Contact Center Quality Assurance Specialist

1 week ago


Hà Nội, Vietnam Prudential plc Full time

Contact Center Quality Assurance Specialist (Chuyên viên Quản lý Chất lượng Tổng đài Dịch vụ Khách hàng)

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Reporting to the Contact Center Senior Manager, the Contact Center Quality Assurance is responsible for assessing the quality of the performance of contact center employees who deal with existing and potential customers. The QA will monitor service calls to assess communication technical accuracy, customer service performance, and conformity to PVA's policies and procedures. The QA is responsible for executing, monitoring, and controlling the team operations to PVA's policies and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall customer experience.

Job ID 24110251



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