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QA Staff (Call Center- Urgent)

Công Ty TNHH TransCosmos Việt Nam
Ngày cập nhật: 17/08/2017

Thông Tin Tuyển Dụng

Phúc lợi

  • Bảo hiểm theo quy định
  • Du Lịch
  • Thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Chế độ nghỉ phép

Mô tả Công việc

  • QA 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, 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.
  • Analyse 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

Yêu Cầu Công Việc

  • At least 2 year-experience developing and implementing quality assurance programs in a call center environment
  • Excellent oral, written and interpersonal communication skill
  • Ability to solve problems quickly and independently while working in a fast-paced environment
  • Experience persuading audience and front line employees to support new initiatives
  • Exceptional listening skills
  • Intermediate to advanced reporting skills
  • Excellent ability to identify and analyze data for trends
  • Experience in providing performance feedback
  • Excellent time management
  • Ability to multitask and perform in constantly changing environment
  • Experience managing and driving team calibration to QA requirement
  • Strong organizational, planning, prioritization skills

Working Location:

  Dist 3, HCMC

Thông tin khác

  • Bằng cấp: Cao đẳng
  • Độ tuổi: 24 - 35
  • Hình thức: Nhân viên chính thức
  • Thời gian thử việc: 2 months
  • Thời gian làm việc: 6 days per week (8hours /day)
  • Phúc lợi:

    BENEFIT PACKAGE:
    Performance review: twice a year.
    An Quarterly party/ End Year Party.
    Annual company trip and team building
    A fully employee- care benefit system.

Giới thiệu về công ty

Công Ty TNHH TransCosmos Việt Nam

Qui mô công ty: 25-99
The measure of our client companies’ satisfaction is the measure of value in our company’s existence. We truly aspire to offer client...Chi tiết

QA Staff (Call Center- Urgent)

Công Ty TNHH TransCosmos Việt Nam

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