Customer Care Assistant Manager (Korean)

• Job Description:

1. Training Strategy & Capability Development (35%)

• Develop annual CCC Training Roadmap aligned with business objectives.

• Conduct Training Needs Analysis (TNA) based on QA findings, VOC trends, SLA

performance, and operational gaps.

• Design onboarding, refresher, product knowledge, SOP, CRM system, and soft-skill

training.

• Develop training materials, SOP guidelines, playbooks, knowledge articles, and e

learning content.

• Deliver classroom training, coaching sessions, workshops, and certification programs.

• Evaluate training effectiveness through assessments, QA improvement, CSAT, and

operational KPIs.

2. Quality Assurance Management (30%)

• Develop and maintain QA framework, scorecards, evaluation criteria, and calibration

standards.

• Conduct regular quality monitoring across Hotline, Email, Chat, CRM tickets, and

chatbot conversations.

• Perform calibration sessions with Operations and Team Leaders to ensure evaluation

consistency.

• Monitor compliance with SOPs, PDPL, Direct Sales Policy, and service standards.

• Identify recurring quality issues and recommend corrective and preventive actions.

3. Coaching & Performance Improvement (15%)

• Partner with Call Center Operations AM and Team Leaders to develop coaching plans.

• Analyze individual and team performance trends.

• Support Performance Improvement Plans (PIP) for underperforming agents.

• Promote a coaching culture through regular feedback and best-practice sharing.

• Mentor QA Specialists and Trainers (if applicable).

4. Customer Experience & Continuous Improvement (10%)

• Analyze VOC, CSAT, QA, FCR, and complaint trends to identify improvement

opportunities.

• Lead service quality improvement initiatives and process enhancement projects.

• Support chatbot knowledge optimization through conversation review and training

content updates.

• Participate in CRM enhancement, UAT, SOP revision, and CX projects.

5. Reporting & Stakeholder Management (5%)

• Prepare weekly and monthly QA, Training, and Capability reports.

• Present quality insights and training effectiveness to Management.

• Coordinate with Operations, CRM, HR, Compliance, Marketing, Store Operations, and

other stakeholders on capability development initiatives.

6. Others (5%)

• Ensure compliance with all company regulations and policies.

• Support business continuity during peak operations when required.

• Perform other duties assigned by Management.

• Requirements:

• Bachelor's degree in Business Administration, Customer Service, Education, Communication, Psychology, or related fields.

• Retail / supermarket experience is highly preferred.

• Minimum 3 years in Customer Service, Contact Center, or Retail Operations.

• At least 2 years in Training, Quality Assurance, Learning & Development, or Coaching.

• Previous supervisory or Assistant Manager experience preferred.

• Retail or supermarket experience is an advantage.

Skills & Competencies

• Training design & facilitation

• Adult learning methodologies

• Coaching & feedback

• Quality Assurance framework

• Root Cause Analysis

• Customer Experience Management

• Data analysis & reporting

• SOP development

• Stakeholder management

• Continuous Improvement mindset.

Language

• Basic English required.

• Korean communication ability is a strong advantage for coordination with Korean

managers/HQ.

Computer Literacy

• Proficient in MS Office and Windows-based applications.

• Confident using CRM / ticketing and call center systems

• Benefits:

• 13th-month salary

• +12 days of leave/year

• Social insurance pays more than 100% of the total salary

• PTI Healthcare Insurance package

• Lunch allowance 50,000 VND/day

• Bonus on holidays according to the company's policy

• Working in a dynamic and friendly environment with many opportunities for promotion and development