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Customer Service Quality Assurance

2 weeks ago

Ho Chi Minh City, Vietnam iTechWX Vietnam Full time

**QA Role and Responsibilities**:
**Required Competencies**:

- Excellent communication skills, English language level and strong customer service sense, able to help recover customer experience of high-risk cases
- Have strong sense of insight, able to detect employees’ case handling/compliance issues and provide suggestions accordingly
- Have strong sense of responsibilities, able to complete all works on time and report feedbacks timely to leadership team

**Responsibilities**:

- Regularly review the backlog of agents to find out potential compliance issues/Case handling issues/Process issues, report to leadership team in a timely manner
- Make recovery call for risky cases to minimize CPE risks, responsible for recovery call results.
- Align with team policy, drive-related actions (Process, compliance policy, KPI related policy, etc.)
- Other Daily/weekly/Monthly works ( meetings with manager, compliance check, process check, etc.)

Salary range: 600-800 USD

**Salary**: 15,000,000₫ - 20,000,000₫ per month

**Experience**:

- Customer Service Quality Assurance: 1 year (preferred)

**Language**:

- English (required)