Công Ty TNHH Hercules VN

About us: We are, iTechwx, established in mid-2022, with 600 employees across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers aiming to become an IT outsourcing company. Renowned for delivering premium Contact Center and IT support services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

We’re looking for a Quality Assurance to be responsible for the overall service quality of the team, business and physical compliance. Maintain a high and consistent level of support quality across the team.

You will :

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)

Key Measure:

• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization Knowledge of key principles of quality management distributed in the organization

• Available for night shifts (May work one shift during either of the following time slots: 20:00 - 5:00 or 23:00 - 8:00, onsite at the company office)
• Have at least 1-year experience in QA in BPO, Contact center industry.
• Excellent speaking and writing in English.
• Experience in managing quality performance targets desired.
• Strong determination for KPI achievement.

• Competitive salary depending on experience
• 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
• Salary at 100%during the probationary period
• 90% contributionof the gross salary to social insurance
• Training will be offered
• Full working equipment will be provided
• 12 days of annual leave,8 days of sick leave
• Annual Health Checkup
• Annual performance review