Training and Quality Assurance

We are currently looking for a passionate and detail-oriented Training & Quality Assurance (TQA) Specialist to join our team in Ho Chi Minh City, supporting a world-renowned, iconic beauty and cosmetics account.

Responsibilities

• Audit and evaluate customer care interactions (calls, emails, live chat, and social messaging) against established brand guidelines and quality metrics.
• Monitor agent performance, adherence to beauty consultation standards, and product knowledge accuracy.
• Identify performance gaps, conduct 1-on-1 coaching sessions, and deliver actionable feedback to operations.
• Design, update, and facilitate refresher training modules on new skincare/cosmetics product lines, CRM tools, and soft skills.
• Prepare quality analysis and performance reports using MS Excel (VLOOKUP, Pivot Tables, data summaries) to present key trends to leadership.
• Partner with Operations and Client Success teams to drive continuous customer satisfaction (CSAT) improvements.

Requirements

• Minimum 1–2 years of experience as a Quality Assurance (QA) or Trainer/TQA Specialist in a Contact Center, BPO, or Customer Service setting.
• Prior experience handling Beauty, Cosmetics, Skincare, Retail, or E-commerce accounts is a strong advantage.
• good professional English proficiency (B1 – B2 level).
• Strong analytical, active listening, and objective evaluation skills.
• Proficient in data reporting and analysis using MS Excel.
• Excellent presentation, facilitation, and interpersonal communication skills.
• Flexible to work rotational shifts or adapted working schedules as required by operations.
• Based in or willing to work on-site in Ho Chi Minh City.