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 organizationAvailable 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% contribution of 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