[HCM] QA CSKH (Lương Cứng 15-17 Triệu/Tháng)

Maintain and develop internal quality standards.

Assess support interactions (calls / email / chat) based on established quality standards.

Accompany evaluations with meaningful and constructive feedback.

Discuss and explain feedback with agents in regular meetings.

Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.

Participate in calibration sessions to maintain consistency in internal evaluations.

Map the need for training and onboarding programs and initiate these projects.

Create reports that reflect agent performance.

Some other duties as required by the Senior Manager/Director.

REQUIREMENTS:

Diploma/Bachelor’s Degree.

2+yearsofexperienceinCustomerServiceQA(experience in thecallcenter is abig plus).

ProficiencyinEnglish, basic computer skills, including Outlook, Word, and Excel.

Demonstratedself-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.

Desiredqualities includeanoutgoing personality andanoutstanding attendance record.

Effective multitasking, prioritization, and time management skills.

Diploma/Bachelor’s Degree.

2+yearsofexperienceinCustomerServiceQA(experience in thecallcenter is abig plus).

ProficiencyinEnglish, basic computer skills, including Outlook, Word, and Excel.

Demonstratedself-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.

Desiredqualities includeanoutgoing personality andanoutstanding attendance record.

Effective multitasking, prioritization, and time management skills.

Annual Leave

Training/Certification

Career Path

Laptop Provided