#2153 - QC Specialist

COMPANY
Company Name       Transcosmos Technologic Arts
Industry       Customer service and Call center
Description       A call center services company
JOB INFORMATION
Job Title       QC Specialist
Salary       16 ml VND
Career Level       Executive
Job Description       • QC will be directly responsible of tasks including (but not limited to):
 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 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.
 Analyzing the root cause of 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, CQM
 Other duties as assigned
Function       Customer service
Working Location       HoChiMinh
PERSON REQUIREMENT

• At least 1 year experience developing and implementing quality assurance programs in a call center environment
• Experience persuading audience and front line employees to support new initiatives
• Experience in providing performance feedback
• Experience managing and driving team calibration to QA requirement
• Good at English
• Good at MS Office and CRM systems
• Excellent oral, written and interpersonal communication skill
• Ability to solve problems quickly and independently while working in a fast-paced environment
• Exceptional listening skills
• Intermediate to advanced reporting skills
• Excellent ability to identify and analyze data for trends
• Excellent time management
• Ability to multitask and perform in constantly changing environment
• Strong organizational, planning, prioritization skills


CONTACT INFORMATION

Anh Nguyen
Email: anhnguyen@tiro.com.vn

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