As a QA Executive, your duties & responsibilities are:
Conduct daily audits for all multi-channel interactions (email, voice, chat, social media), ensuring compliance with COPC standards.
Update agent scorecard, and provide feedback for quality improvements.
Identify agent's pain-points, and provide suggestions to simplify processes and optimize performance.
Work closely with team leads and develop staff through ongoing coaching, mentoring and career discussions.
Design audio-visual training materials, documentation, knowledgebase & customer-facing FAQs.
Build and conduct training classes (virtual, classroom, e-learning), provide progressive training and ensure training schedule is on track. Conduct surveys and evaluations to ensure their training materials are effective and their students are retaining the information.
Review and improve issue types, macro templates and guidelines content by identifying missing logics/issue types and provide rectification.
Conduct weekly calibration sessions with team leaders to foster communication and collaboration, ensuring grading alignment.
Identify prevalent trends in consumer behavior, expectation, desires and needs to help improve overall business quality.
Keeping up to date with all the latest information on the company’s product, services, marketing plans, system updates, policy and procedures, ensuring accurate and timely information being communicated to the trainees
Yêu Cầu Công Việc
Bachelor’s Degree or equivalent
More than 1 year of experience in Trainer/QA Executive (prefer BPO)
Good command of spoken and written English
Thông tin khác
Phụ cấp khác: Laptop provided
Thời gian thử việc: 2 tháng
Cơ hội huấn luyện:
- Participate in internal training courses: online/offline
- Opportunities to promote to higher positions.
Không giới hạn tuổi
Thời gian làm việc: 10:00 - 18:00, Thứ hai - Thứ bảy
- Top Management are open-minded, respectful and ready to facilitate personal growth
- Young and dynamic working environment
- Scope of work is large, the company has more than 4000 employees, a company has operations spreading to 63 provinces/cities throughout the country.
13th-month salary, KPIs from 1 - 4 months
Paid social insurance based on full salary
Year-End Party, annual Townhall Ceremony
Annual company trip
Attractive team-building activities, regular internal activities