QA Lead Call Center

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Hegka Vietnam Full time

1. Position Overview

Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented QA Lead to join our expanding team.

The Quality Leader is responsible for ensuring service quality, maintaining consistent standards, and meeting partner expectations. This role develops and executes quality strategies, leads training and coaching activities, and drives continuous improvement across the project.

2. Key Responsibilities

KPI & Quality Management (40%)

  • Monitor key KPIs such as DSAT, CSAT, NPI, API, etc., and ensure they

meet partner expectations.
- Proactively recommend solutions to improve service quality.
- Build and update processes and guidelines to enhance operational performance.

Training (15%)

  • Deliver onboarding training on company culture, policies, and project

requirements.
- Conduct production and soft-skills training.
- Ensure a high passing rate for new hires.
- Develop and maintain training materials.
- Provide timely updates on product knowledge and procedures to all team members.

Coaching & Support (10%)

  • Collaborate with the operations team to organize effective coaching

sessions.
- Ensure agents receive adequate and high-quality coaching.

Team Management & Collaboration (15%)

  • Supervise the QA and Training team.
  • Ensure all team members understand their quality KPIs and project goals.
  • Develop and implement quality assessment criteria.
  • Ensure compliance with company policies.
  • Coordinate with operations to manage turnover.
  • Partner with cross-functional teams to enhance productivity and project outcomes.
  • Manage QA team budget and cost-related activities.
  • Perform other tasks as assigned by the line manager.

Reporting (20%)

  • Report directly to the Operations Manager.
  • Analyze quality results to identify trends and propose improvement plans.
  • Prepare weekly, monthly, quarterly, and annual quality reports.

3. Candidate Requirements

  • Minimum 1 years of QA experience in a call center environment

(preferably in transportation, e-commerce, or retail).
- Experience in global companies is a plus.
- Strong organizational, leadership, and team management skills.
- Ability to adapt to operational challenges.
- Excellent communication and presentation abilities.
- Detail-oriented with strong problem-solving skills.
- Able to work independently and collaboratively.
- Bachelor's degree or higher required.
- Proficiency in English is essential.

4. Benefits

  • Negotiation salary
  • Social insurance, health insurance, unemployment insurance, and trade union participation as regulated by labor law.
  • Soft-skill training and clear career development opportunities.
  • Performance bonuses and project incentives.
  • Holiday gifts/bonuses on March 8, October 20, April 30, January 1, May 1, and other company events.
  • Participation in team-building and internal engagement activities.

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