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Mô tả công việc
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
Yêu cầu công việc
- 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.
Quyền lợi được hưởng
- 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
![Công Ty TNHH SEI Optifrontier VIỆT NAM Công Ty TNHH SEI Optifrontier VIỆT NAM](https://1900.com.vn/storage/uploads/companies/logo/67/download-1-1697015568.png)
Công ty TNHH SEI Optifrontier Việt Nam là một dự án EPE đầu tư vào Việt Nam tháng 01/2019 , và là công ty có đầu tư 100% Nhật Bản, chuyên sản xuất, lắp ráp cáp quang, và sản xuất giá đỡ cáp quang. Với vốn điều lệ 247.571.700.000đ. Tổng giám đốc: (Ông) Koji Kashihara . Vui lòng liên hệ với công ty chúng tôi ở địa chỉ: Lô số B-3, Khu Công nghiệp Thăng Long Vĩnh Phúc, Xã Thiện Kế, Huyện Bình Xuyên, Vĩnh Phúc, Việt Nam
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