Overview
Quality Assurance Staff (Bank) Jobs in Ho Chi Minh City Metropolitan Area at Concentrix
Title: Quality Assurance Staff (Bank)
Company: Concentrix
Location: Ho Chi Minh City Metropolitan Area
Job Description:
The Quality Assurance Staff is an intermediate position responsible for call quality control, workflow analysis of departmental systems and procedures in coordination with the Customer Service function. The overall objective is to ensure accurate compliance and reporting across all Contact Center activities.
Responsibilities:
Daily monitor Contact Center team’ s activities with sample check Day 2 and call monitoring
Perform quarterly internal audit via MCA test to ensure robust control in Contact Center
Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
Recommend appropriate actions to resolve identified problems, as needed
Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding the brand, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Design and analyze moderately complex reports to satisfy management requirements
Write specifications for new report programs, spreadsheets and other devices to produce reports
Develop and prepare reports and records relating to quality and risk control
Provide basic assistance within a specific section of the company’s customer service quality
Develop and maintain working knowledge of industry practices and standards
Assist to management team to set up the KPI target, in charge on checking data, calculating and reporting Contact Center agents’ performance in proper manner
Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements.
Qualifications:
2 years of experience in a related role
Ability to exchange information in a clear and concise way
Effective verbal and written communication skills
Influencing and relationship management skills
Proven ability to creatively solve problems
Demonstrated ability to remain unbiased in a diverse working environment
Education:
Bachelor’s/University degree or equivalent experience
Salary: 15,000,000VND
Base: 13,000,000VND
Meal Allowance: 500,000VND
KPI Incentive: 1,500,000VND
Benefits
Opportunities for training and mentorship
A chance to kickstart your career in digital analytics and quality assurance
Join the insurance regimes according to the provisions of the Labor Law
Accident insurance 24/7
14 days of leave/year
13th Monthly Salary
Annual Health Checkup
Working in a dynamic, professional environment with many opportunities for advancement
Work Location
QTSC 1 Building, Quang Trung Software City, District 12, Ho Chi Minh city
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
