Overview
Quality Assurance Specialist (NightShift) Jobs in Ho Chi Minh City, Vietnam at Concentrix
Title: Quality Assurance Specialist (NightShift)
Company: Concentrix
Location: Ho Chi Minh City, Vietnam
Location: TechValley Building, Quang Trung Software Center, Trung My Tay Ward, Ho Chi Minh City
Time: Rotating shift 5days/week, 9hours/day (including 1.5hours break)
- Mon – Fri: 7:30 PM to 7:30 AM
- Sat: 8:00 PM – 4:30 AM
- Sun: OFF (Fixed)
1 random day-off in Week + 1 day off fixed on Sunday
Job Description:
- Monitors, evaluates and / or audits a sampling of inbound 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 goal
What you need:
- Having experience in any relevant role (prefer BPO/CS/QA/Audit background)
- English 4 skills in working
- Willing to work in nightshift
