To ensure all Customer Experience employees receive the right level of training and coaching that allow them to deliver an exceptional customer experience through all contact channels.
Key Accountabilities
QA (70%)
- Conduct regular calibration benchmarking sessions.
- Ensure that professional call, email, chat message and case standards are maintained through consistent coaching.
- Monitor and evaluate agents performance to identify areas for improvement and provide coaching and feedback to help improve performance.
Training (20%)
- Prepare training materials, conduct training sessions focused on customer experience when newbies on-board, new policies
- Assess training needs and identify areas where additional training is required.
- Conduct enhancement-training when having requirements from Managers and Team Leaders.
Other tasks(10%): Handling other assigned tasks from the Managers and Team Leaders.
Key Requirements
- One year experience in the customer contact center environment.
- One year experience working in a quality, service oriented environment.
- One year experience with training/QA job. Preferably in a customer contact center.
- Experience with communicating with staff from different ages.
- Knowledge of NJVs industry sectors is a preference.
- Colleague/University Graduation
- Planning and organizing.
- Good at English
Benefit
- Working address : 307/21 Nguyn Vn Tri, Phưng 1, Quận Tân Bình
- Salary and benefits:
- Competitive income compared to the market
- Tet bonus , Performance review from 1 - 4 months
- Paid social insurance based on full salary
- 12 days annual leave, 5 days sick leave (with full salary)
- High-class AON Health Insurance for manager level.
- Year End Party, annual Townhall Ceremony
- Annual company trip
- Attractive team-building activities, regular internal activities
- Provide laptop for employees
- Training and developing:
- Participate in internal training courses: online/offline
- Opportunities to promote to higher positions: Senior, Team Leader, Manager, etc.
- Work environment & colleagues:
- Senior leaders are open-minded, respectful, and ready to facilitate personal growth
- Young and dynamic working environment
- The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities throughout the country.
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