Overview
[HN/HCM] QA Customer Service – Upto 17M/Month Jobs in Hanoi, Hanoi, Vietnam at Softel Solutions
Title: [HN/HCM] QA Customer Service – Upto 17M/Month
Company: Softel Solutions
Location: Hanoi, Hanoi, Vietnam
– Maintain and develop internal quality standards.
– Assess support interactions (calls / email / chat) based on established quality standards.
– Accompany evaluations with meaningful and constructive feedback.
– Discuss and explain feedback with agents in regular meetings.
– Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
– Participate in calibration sessions to maintain consistency in internal evaluations.
– Map the need for training and onboarding programs and initiate these projects.
– Create reports that reflect agent performance.
– Some other duties as required by the Senior Manager/Director.
REQUIREMENTS:
– Diploma/Bachelor’s Degree.
– 2+yearsofexperienceinCustomerServiceQA(experience in thecallcenter is abig plus).
– ProficiencyinEnglish, basic computer skills, including Outlook, Word, and Excel.
– Demonstratedself-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
– Desiredqualities includeanoutgoing personality andanoutstanding attendance record.
– Effective multitasking, prioritization, and time management skills.
