Overview
Quality Assurance Specialist Jobs in Ho Chi Minh City, Vietnam at Concentrix
Title: Quality Assurance Specialist
Company: Concentrix
Location: Ho Chi Minh City, Vietnam
About Concentrix: Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. With a presence in more than 40 countries and a staff of more than 225,000 globally who speak 70+ languages. Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, and sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market. Visit www.concentrix.com to learn more.
Role: Quality Assurance
Location: QTSC1 Building, District 12 will relocate office to client site in District 7 from June 2025
Responsibilities:
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes including Training) that drive Balanced Scorecards and count profitability goals.
Job Requirements:
>1 years on relevant position.
Effective communication skills, both written and verbal
Proficient in Microsoft Office
Ability to multi-task and meet timelines on deliverable
Good at English 4 skills
