Quality Assurance Staff 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 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

Quà chúc mừng sinh nhật Được hưởng chế độ BHYT, BHXH, BHTN theo quy định Chương trình team building để kết nối đồng nghiệp

- 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 detail