Quality Team Leader (Customer Service) VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

- Responsible for monitoring contacts - Responsible for preparing and providing feedback to agents - Data analysis and making designated reports/decks - Participating in internal & external calibrations - Communication to heighten awareness and focusing on importance of positive customer experience - Making recommendations and driving improvement - Ensuring that internal policies, procedures, and compliance regulations are being followed - Reduce learning curve and help enhance product/process knowledge of new joiners - Ensuring that internal policies, procedures, and compliance regulations are being followed

- Ensure quality based intervention - Ensure that Process quality and training is delivered effectively in the stipulated timelines - Evaluate process quality and take corrective actions which should be tangible - Evaluate effectiveness of T & D interventions - Improve calibration of QIC ,SME and CSM within team - Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires - Design and develop Quality framework - Ensure uniform quality of training being delivered by all training teams in line with client requirement - Interact and streamline channels of communications with other Functions and Clients - Provide quality floor support, feedback, refresher and corrective training - Groom and develop QIC talent in-house - Should be aware of RTR process - Should have excellent excel and presentation skills - Should be capable of analyzing dataset and extracting insight - Should be collaborative and team player - Should have knowledge of basic quality tools like PDCA , LSS , PARETO etc.