Senior Quality Assurance Specialist

We’re looking for a Quality Assurance to be responsible for the overall service quality of the team, business and physical compliance. Maintain a high and consistent level of support quality across the team.
You will :
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
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.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
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.
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

Salary at 100% during the probationary period
Salary range: 18 - 24 million gross
90% contribution of the gross salary to social insurance
Training will be offered
Full working equipment will be provided
30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
12 days of annual leave, 8 days of sick leave
Annual Health Checkup

Available for night shifts (working hours: 20:00 - 5:00, onsite at the company office)
Have at least 6 months of experience in QA in BPO, Contact center industry.
Proficient in English (4 skills)
Having experience/background in IT, Tech Support, high-tech projects is a big plus.