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Quality Assurance Specialist

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam Hegka Vietnam Full time

**[1] - Job requirements**:
**Monitoring and Evaluation: (30%)**

Evaluate the agent's performance in terms of communication skills, product knowledge, problem-solving abilities, and customer handling.

**Feedback and coaching (20%)**

Provide constructive feedback and coaching to call center agents to enhance their performance and service quality.

Develop training materials and conduct training sessions to address knowledge gaps and improve call handling techniques.

**Quality Standard Development (20%)**

Collaborate with team leaders and managers to enhance quality standards and benchmarks.

Continuously update quality assurance policies and procedures to reflect changes in company objectives and industrys best practices.

**Customer satisfaction (20%)**

Collaborate with operations teams to execute plans that enhance customer satisfaction (CSAT, DSAT, QA scores, etc.).

Address customer complaints escalated by agents and ensured satisfactory resolution

**Reporting and Analysis (10%)**

Report directly to the Quality Manager

Generate detailed reports on quality assessments for management.

Analyze trends in customer interactions and propose improvements to processes and training programs.

**[2] - Skills requirements**:
Strong analytical and problem-solving skills.

Excellent verbal and written communication abilities.

Ability to provide constructive feedback and facilitate training sessions.

Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.

Attention to detail and a commitment to quality.

Strong interpersonal skills and ability to work in a team-oriented environment.

Ability to manage time effectively and handle multiple tasks simultaneously.

Experience with global companies is an advantage.

Ability to adapt to various operational challenges.

A colleges degree or higher is preferred.

English at intermediate level

**[3] - Report line**:
Quality Manager

**[4] - Working time**:
From Mon Sat (08:30 17:30) Operating Hours: Available 24/7, 365 days

**[5] - Benefits**:
Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.

Take part in soft skills training and explore advancement opportunities.

Evaluate KPIs and project bonuses.

Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1. Participate in team-building activities

**[6] - Start work**:
Onboard: 17 Feb 2025

**[7] - Salary**:
Negotiate

Location: 6 Thang Long, Tan Binh, HCMC