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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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Olympus Việt Nam có vốn đầu tư 100% từ Nhật bản, chuyên sản xuất thiết bị dùng cho máy nội soi, máy ảnh kỹ thuật số, máy ghi âm và các sản phẩm hỗ trợ cho máy ảnh. Được thành lập từ năm 2007, Olympus Việt Nam tự hào là nhà máy duy nhất trong toàn tập đoàn Olympus sản xuất cả 2 lĩnh vực HÌNH ẢNH và Y TẾ.
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