Recruitment details "Quality Assurance - QA HN (Call Center - Nightshift - English)"
Salary
16tr-20tr ₫/tháng
Location
- 8th Floor, Lancaster Luminaire Building, No. 1152 - 1154 Lang Street, Dong Da Ward, Hanoi City
Mô tả công việc
• 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.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• 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.
• 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, affinity, 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
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• 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.
• 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, affinity, 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
Yêu cầu công việc
• Have at least 3-6 months experience in QA in BPO, Contact center industry.
• Excellent speaking and writing in English.
• Experience in managing quality performance targets desired.
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.
Working schedule: Fixed Night Shift: 10PM - 7AM
9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
Holiday shifts will be registered in advance
Any shift or schedule changes will be notified by the department head
• Excellent speaking and writing in English.
• Experience in managing quality performance targets desired.
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.
Working schedule: Fixed Night Shift: 10PM - 7AM
9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
Holiday shifts will be registered in advance
Any shift or schedule changes will be notified by the department head
Quyền lợi được hưởng
Thưởng
Salary range: 16-20 millions VND
Salary at 100% during the probationary period
An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
Chăm sóc sức khoẻ
90% contribution of the gross salary to social insurance
Annual Health Checkup
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days o
Xem thêm
Salary range: 16-20 millions VND
Salary at 100% during the probationary period
An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
Chăm sóc sức khoẻ
90% contribution of the gross salary to social insurance
Annual Health Checkup
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days o
Xem thêm
How to apply
Candidates apply online by clicking "Apply" right below.
Company information
Giới thiệu
Công ty TNHH ITECHWX
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these principles at the heart of everything we do, they are deeply embedded in every aspect of our operations, influencing how we cultivate talent and engage with our customers.
Accountability ensures that our team members remain responsible and dependable.
Passion drives our commitment to excellence and continuous improvement.
Professionalism guides our conduct, ensuring integrity and respect in all interactions.
Together, these principles shape us - iTechwx
Our culture is built on the pillars of accountability, passion, and professionalism. With these principles at the heart of everything we do, they are deeply embedded in every aspect of our operations, influencing how we cultivate talent and engage with our customers.
Accountability ensures that our team members remain responsible and dependable.
Passion drives our commitment to excellence and continuous improvement.
Professionalism guides our conduct, ensuring integrity and respect in all interactions.
Together, these principles shape us - iTechwx
Introduce
From 10 - 25 employees Staff
Address
Tầng 12, Opal Tower, 92 Nguyễn Hữu Cảnh, Quận Bình Thạnh, TP. HCM
