​Work Location: District 12, HCMC.

Field: BPO – Call Center.

Job Description:

• Creation of quality evaluation plan.

• One of the qualities that a QA should possess is to have a good knowledge of what a quality call means.

• Using that knowledge, the QA can design evaluation program to measure the extent of performance and organizational metrics.

• While designing the evaluation program the quality analyst should consider the points that has the highest impact on organization progress.

• Keeping track of latest industry trends.

• Quality analyst is not only responsible for monitoring the performance within the account but is also a part of the research team that keeps a track of all the latest happenings in the industry.

• Derive information that can be used by the company’s management for the betterment of the quality of service provided & process improvements.

• Training and coaching of new hires and existing team for improvement.

• Monitoring calls, chats and emails.

• CSAT & DSAT analysis.

• Coaching & feedback skills.

• Prepare daily, weekly, monthly QA reports.

• Drive operational metrics for the project.

• Shall be responsible for all risk management & compliance activities as applicable to this functional role.

• Represent company on client calls and calibrations.

• Work closely with Ops team design action plans to plug areas of opportunity.

• Manage/create process SOPs and training refreshers.

Manpower Vietnam / Job Description

• Drive C-Sat & E-sat initiatives to add value to the Process and customer.

• Manage training MIS for classes and other related Quality work.

• Should be able to contribute to process improvements and innovation in the training function.

• Clear the product & process knowledge certifications for domain knowledge, specific to the process and within the defined timelines