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Mô tả công việc
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Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
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Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
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Remarks to improve their communication and overall quality performance
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Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes
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Provide report and analysis on quality progress
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Ensure contact reason categories are tagged correctly
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Generation process and guidelines for Agents to adhere
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Ensure recoveries are done
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Attend calibration and meetings to ensure requirements are on par
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Analyze the root cause of the issue and be able to design an action plan.
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Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
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Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
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Test products and procedures to establish functionality and effectiveness.
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Manage BPO performance to achieve KPIs
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Other duties as assigned
Yêu cầu công việc
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At least 6 months - 1 year experience in QA/QC position, knowledge of Contact Center/Telesales methodologies and operational principles is a plus
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English skill: fluent, presentation
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Advanced knowledge of MS products, particularly Excel
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Excellent communication skills – Analytical, able to analyze data and draw insights.
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High level of accuracy and attention to detail
Quyền lợi được hưởng
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Salary: negotiation
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Periodical bonus: twice/year
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Position promotion, salary increase: once/year
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13th month salary, Bonuses, gifts for Holidays
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Insurances followed Vietnamese Labor Law
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Activities: Birthday party, Employee engagement activities
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Công ty Cổ Phần LAVELA chuyên Sản xuất, kinh doanh và phân phối hàng tiêu dùng thực phẩm - gia vị chất lượng - Một số nhãn hiệu của Công ty: Thái Long, KaBin, Hồng Phú, OPERA,... - Sản phẩm: Nước mắm, nước tương, tương ớt, đậu đóng lon, nước cốt dừa,...
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