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-104x41.jpg "SL Search Corporation, Philippines")
#2139 - QA Team leader
COMPANY
| Company Name | Tiro's client | |
| Industry | Customer service and Call center | |
| Description | .A call center service company |
JOB INFORMATION
| Job Title | QA Team leader | |
| Salary | 22 - 24 ml VND | |
| Career Level | Team leader | |
| Job Description | • Manage team: 5 headcounts Quality Assurance
• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards • Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance • Training CSR’s on soft skills, call handling, ticket handling, and communication skills • Providing report and analysis on quality progress to HOCS • Ensuring contact reason categories are tagged correctly • Generating process and guidelines for CSR’s to adhere • Ensuring recoveries are done • Attending calibration and meetings to ensure requirements are on par • Training CSR on new implementations and process changes. • Analyze the root cause of the issue and able to design action plan. • Document Contact Center quality concerns and trends for procedural changes, recommendations, and training. • Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns. • Test products and procedures to establish functionality and effectiveness. • Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM |
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| Function | Customer service | |
| Working Location | HoChiMinh |
PERSON REQUIREMENT
• At least 1-year experience in Team Lead position
• At least 1-year experience in QA position
• Good at English
• Experience in BPO in a plus
• Experience in managing to performance targets desired.
• Working knowledge of tools, methods, and concepts of quality assurance.
• Disciplined and high motivated to motivate and encourage the team for improvement.
• Excellent data collection and analysis skills
• Strong attention to detail.
CONTACT INFORMATION
Ms. Anh Nguyen
Email: anhnguyen@tiro.com.vn