R1 Concepts

Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards

Provide feedback and coaching based on quality audits, complaints, and seller satisfaction

Remarks to improve their communication and overall quality performance

Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes

Provide report and analysis on quality progress

Ensure contact reason categories are tagged correctly

Generation process and guidelines for Agents to adhere

Ensure recoveries are done

Attend calibration and meetings to ensure requirements are on par

Analyze the root cause of the issue and be able to design an action plan.

Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.

Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.

Test products and procedures to establish functionality and effectiveness.

Manage BPO performance to achieve KPIs

Other duties as assigned

At least 6 months - 1 year experience in QA/QC position, knowledge of Contact Center/Telesales methodologies and operational principles is a plus

English skill: fluent, presentation

Advanced knowledge of MS products, particularly Excel

Excellent communication skills – Analytical, able to analyze data and draw insights.

High level of accuracy and attention to detail

Salary: negotiation

Periodical bonus: twice/year

Position promotion, salary increase: once/year

13th month salary, Bonuses, gifts for Holidays

Insurances followed Vietnamese Labor Law

Activities: Birthday party, Employee engagement activities