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Customer Service Quality Control Specialist

FE Credit
Updated: 20/05/2019

Employment Information

Benefits

  • Laptop
  • Insurance
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

  • Perform monitoring and evaluating the quality of all channels including inbound, outbound, e-communication, customer care in accordance with standard operating procedure.
  • Regularly conduct random checks and provide feedback/ coaching session to CS Officer on Call/ Email handling quality.
  • Maintain details quality record of all CS&QC officers.
  • Provide agent performance report and SWOT analysis for further improvement.
  • Conduct monthly call calibration to evaluate on selected recorded conversations.
  • Analyze reports, identify trends to propose solutions, initiatives related to common costumer’s complaints and requests in order to deliver high customer satisfaction.
  • Proactively participate in the projects to optimize process and performance of the CS Centre.
  • Conduct daily line testing and checks on Avaya recording system to ensure quality of conversation recorded is good.
  • Undertake other tasks assigned by Quality Control Team Leader.

Job Requirement

Background

  • University Graduate, major: Banking, Finance, Marketing or relating areas
  • At least  02 years of call center customer care experience, preferably in a finance environment.
  • 1 year Quality Control experience in a customer interaction environment is a plus.

Skills

  • Exceptional listening and analytical skills.
  • Customer-orientation skill
  • Excellent oral, written, and interpersonal skills
  • Teamwork and coaching skill
  • Proficiency in CRM software or similar system
  • Familiar with reporting tools (Excel, BI, etc.) is a plus
  • Fluent in English

More Information

  • Degree: College
  • Age: Unlimited
  • Job type : Permanent

Company Overview

FE Credit

www.fecredit.com.vnCompany size: 10.000 - 15.000
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an...Detail

Customer Service Quality Control Specialist

FE Credit

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