Quality Assurance Officer (BPO Industry)
ITECHWX COMPANY LIMITED
12th Floor, Opal Tower 92 Nguyen Huu Canh Street, Ward 22, Binh Thanh District, Ho Chi Minh city, Vietnam
Hết hạn
Xóa tin
Chi tiết tuyển dụng
Mức lương:
Thỏa thuận
Khu vực:
Hồ Chí Minh
Chức vụ:
Nhân viên
Hình thức làm việc:
Toàn thời gian
Lĩnh vực:
Khác
Mô tả công việc
- Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
- Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)
Key Measure:
- Successful implementation of process improvements
- A common quality language regarding processes and improvements used in the organization
- Knowledge of key principles of quality management distributed in the organization
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
- Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)
Key Measure:
- Successful implementation of process improvements
- A common quality language regarding processes and improvements used in the organization
- Knowledge of key principles of quality management distributed in the organization
Quyền lợi được hưởng
1 lần 1 năm
,#12 ngày nghỉ phép năm, 8 ngày nghỉ ốm
,#Cung cấp laptop, Màn hình thứ 2
,#12 ngày nghỉ phép năm, 8 ngày nghỉ ốm
,#Cung cấp laptop, Màn hình thứ 2
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Quality Assurance, Quality Checking
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