Quality Assurance Specialist - App Social Video Công ty TNHH Transcosmos Vietnam

- 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 CSRs on soft skills, call handling, ticket handling, and communication skills - Provide report and analysis on quality progress to HOCS - Ensure contact reason categories are tagged correctly - Generation process and guidelines for CSRs to adhere - Ensure recoveries are done - Attend calibration and meetings to ensure requirements are on par - Train CSRs on new implementations and process changes. - Analyze the root cause of issue and 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 (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns. - Test products and procedures to establish functionality and effectiveness. - Manage BPO performance to achieve KPIs of productivity, CSAT, CQM - Other duties as assigned * Working place: 4 Floor, 20 Cong Hoa, Ward 12, Tan Binh District, HCMC. * Working time: 8 hours/ day, 6 days/ week (1 day off any)

- Salary: Negotiate - Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field - Promotion opportunities - Periodical bonus: twice/year - Position promotion, salary increase: once/year - 13th month salary - Insurances followed Vietnamese Labor Law - Bonuses, gifts for Holidays - Activities: Birthday party, Employee engagement activities

- At least 1-year experience in QA/QC position, knowledge of Contact Center/Telesales - Methodologies and operational principles is a plus - English skill - 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 de