Quality Assurance
4 days ago
Job Requirements
Bachelor's degree in Banking, Finance, Business Administration, Law, or related fields.
2–3 years of experience in Quality Assurance or Training within a Contact Center environment.
Strong understanding of Customer Service operations in the banking or fintech industry.
Skilled in call evaluation, feedback delivery, and coaching for performance improvement.
Familiarity with Call Center and CRM systems.
Excellent communication, analysis, and reporting skills.
Detail-oriented, objective, and highly responsible.
Proficiency in Microsoft Office (Word, Excel, PowerPoint).
Basic English reading and comprehension ability.
Job Description
1. Training & Knowledge Sharing
Design and develop training materials, lesson plans, and assessment tools for onboarding, refresher, and product update programs.
Conduct in-person or virtual training sessions on service skills, system updates, and scenario handling.
Organize onboarding programs to ensure new hires are job-ready within expected timelines.
Monitor post-training performance and evaluate training effectiveness.
2. Quality Assurance Monitoring
Evaluate customer interactions (calls, chats, emails) using standardized QA criteria.
Identify errors and conduct 1:1 coaching sessions to address performance gaps.
Track progress, report repeated or critical errors to senior QA officers, and participate in calibration meetings for scoring alignment.
3. Outsourcing Quality Control
Perform cross-check on evaluations conducted by vendor QA teams to ensure consistency and accuracy.
Identify discrepancies or operational issues and report findings to senior management.
Analyze recurring compliance or service errors and propose corrective training or calibration sessions.
Join partner calibration meetings to align standards and expectations.
4. Knowledge Base Management
Develop and maintain the internal knowledge base (FAQs, SOPs, sample scripts, and workflows).
Ensure immediate updates when products, policies, or systems change.
Support contact center agents with accurate information for faster and more consistent resolutions.
5. Other task
Participate in UAT testing, report system bugs, and suggest feature enhancements.
Generate daily and weekly QA reports, summarizing key findings and coaching activities.
Benefits
Competitive salary and performance-based bonus.
Full compliance with Vietnamese labor law (Social and Unemployment Insurance).
Annual performance review.
Annual health check, and paid annual leave.
Work in a professional, collaborative, and customer-focused environment.
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