[HCM] Quality Assurance Specialist
Job description
- Ensure the quality of service at the Customer Service department.
- Evaluate, monitor, and compile call statistics, and propose necessary measures to ensure service standards and quality.
- Work with Team Leaders/Supervisors/Staff to develop and implement call quality improvements.
- Develop KPIs targets/documents for skill training programs for employees.
- Participate in training and retraining personnel.
- Report, propose ideas and new strategies to improve the Call Center's performance.
- Perform other tasks as assigned by direct management.
Job requirement
- Graduated from college/university in related fields.
- At least 01 year of experience in a similar position or 2–3 years of experience in a senior role supporting QA in the Call Center industry.
- English: Proficiency in all four skills is a plus.
- Good training and coaching skills.
- Skills in developing employee development plans.
- Ability to communicate effectively, analyze recordings, identify issues, and propose solutions.
- Possess a personal laptop.
Benefit
- Social Insurance & Health Insurance.
- Annual travel, team building, year-end party.
- Annual Leave: 12 days.
- Excellent and competitive salary with 13th-month salary.
- Startup environment, young, dynamic, work hard, play hard.
- Working time: 5 days/week and flexible accord to job positions.