Assess support interactions (calls / email / chat) based on established quality standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
Participate in calibration sessions to maintain consistency in internal evaluations.
Map the need for training and onboarding programs and initiate these projects.
Create reports that reflect agent performance.
Some other duties as required by the Senior Manager/Director.
Yêu cầu
Diploma/Bachelor's Degree.
1-2+ years of experience in Customer Service QA (experience in the call center is a big plus).
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
Desired qualities include an outgoing personality and an outstanding attendance record.
Effective multitasking, prioritization, and time management skills.
Quyền lợi
12 annual leave days (Unused leave days will be compensated in the December payroll).
11 public holidays based on regulations.
Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) starts immediately after signing the official labor contract, along with participation in the company's exciting internal activities.
Receive union benefits such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,...
Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement.
Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
Thông tin chung
Thu nhập: 15 - 17 triệu VNĐ
Nơi làm việc
Mộc Gia Building, 92 Yen The, Ward 2, Tân Bình District, HCMC.
