Quality Assurance Specialist

1 week ago

Vietnam JustMarkets Full time $20,000 - $50,000 per year

Responsibilities

  • Monitor and evaluate interactions across various communication channels, including calls, chats, and emails, to ensure professionalism, adherence to quality standards, and compliance with company policies
  • Deliver constructive feedback and coaching to team members, highlighting areas for improvement and recognizing exemplary performance to drive team growth and morale
  • Assess and analyze sales and retention processes, identifying inefficiencies and providing actionable recommendations for improvement
    Perform audits on call records and other communication channels to ensure accuracy, completeness, and compliance with the company's quality standards
  • Develop, track, and report quality metrics to the Operations Manager and senior leadership, identifying trends, areas for improvement, and progress over time
  • Utilize statistical analysis tools to evaluate data, identify quality control issues, and uncover performance trends for strategic improvements
  • Develop and deliver training programs tailored to address team challenges, improve customer interaction techniques, and onboard new hires effectively
  • Work closely with the Operations Manager and other stakeholders to establish and maintain quality standards and performance benchmarks
  • Stay informed about industry trends and best practices in quality control, customer service, and business development
  • Propose and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the department

Requirements

  • Minimum of 2 years in a similar Training and Quality Control Specialist role, preferably within a business development or customer service environment
  • Proven ability to develop and implement quality control standards that drive performance and service excellence
  • Experience in creating and delivering engaging, impactful training programs for diverse audiences
  • Strong analytical skills to interpret performance data, generate insights, and provide actionable recommendations
  • Demonstrated ability to maintain clear, professional communication across teams and stakeholders
  • Expertise in identifying and implementing workflow improvements to enhance operational efficiencyProficiency in updating and maintaining training materials to reflect changes in processes or best practices
  • Proficiency in English and Vietnamese, with the ability to communicate effectively in both languages

We offer

  • 15 paid vacation days per year
  • 10 paid sick leave days per year
  • 10 days Public holidays
  • Professional education budget
  • Language learning budget
  • Wellness budget (gym membership, sports gear and related expenses)

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