Overview
QA Team Leader (Contact/Call Center) Jobs in Ho Chi Minh City Metropolitan Area at Hegka Job Match
Title: QA Team Leader (Contact/Call Center)
Company: Hegka Job Match
Location: Ho Chi Minh City Metropolitan Area
Mô tả công việc
Managing team size of 5 – 7 headcounts Quality Assurance
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standard
Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
Training CSRs on soft skills, call handling, ticket handling, and communication skill
Providing reports and analysis on quality progress to HOCS
Ensuring contact reason categories are tagged correctly
Generating processes and guidelines for CSRs to adhere
Analyzing the root cause of the issue and being able to design the action plan
Test products and procedures to establish functionality and effectiveness
Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM
Yêu cầu ứng viên
Have 1+ year experience at QA Team Lead position OR 1+ year experience as CS Team Lead and 2+ year as QA position
Have strong personality and leadership skill
Experience in managing to performance targets desired
Have knowledge of tools, methods, and concepts of quality assurance
Demonstrate Problem-solving Skills, Strategic And Analytical Capabilities
Nice to have
Experience in BPO
Experience in Tourism/Hospitality/Aviation
Quyền lợi
Attractive Salary and Benefits
Performance appraisals every year
Performance bonus twice a year
Various training on best practices and soft skills
Diverse careers opportunities with various industries and products
Company trip, big annual year-end party every year, team building, etc.
Địa điểm: 6 Thang Long, Tan Binh, TPHCM
