Overview
Senior Quality Assurance Specialist Jobs in Quận 1, Ho Chi Minh City, Vietnam at CÔNG TY CỔ PHẦN HAI BỐN BẢY (247Express)
Title: Senior Quality Assurance Specialist
Company: CÔNG TY CỔ PHẦN HAI BỐN BẢY (247Express)
Location: Quận 1, Ho Chi Minh City, Vietnam
Responsibility
Responsible for ensuring and improving the quality of Customer Service (CSR) operations through four main work groups: supporting CSR operations; quality control; building and standardizing processes; and data analysis and proposing improvements. Proactively identify problems, analyze their causes, coordinate the implementation of solutions, and monitor the effectiveness after improvements.
Mission
Customer Service Operations Support
- Monitor daily customer service operations; supervise SLA/KPI metrics and promptly alert on any anomalies or potential issues that may affect service quality.
- Monitor customer service metrics at the customer service department/post office such as: first response time, total complaint resolution time, missed call rate, CSAT, and related metrics for each period.
- Coordinate with customer service, post offices, operations, and relevant departments to support the handling of operational issues, escalated cases, or outstanding issues affecting customers.
- Manage/update the list of customer service personnel, contact persons, and operational data as assigned.
- Operate, test, and support users on the CRM system within the scope of customer service operations.
Quality Control and Assurance
- Develop, maintain, and update criteria/scorecards for evaluating customer service quality, tailored to each channel and business function.
- Conduct sample testing and evaluate the quality of customer service interactions across channels such as calls, chat, tickets/emails, and related operations according to the plan.
- Monitor the level of compliance with procedures, service standards, and the quality of work performed by personnel/units.
- Record and categorize errors by cause and impact level; identify recurring errors or quality risks.
- Collaborate with management/training to provide feedback on QA results, agree on evaluation standards (calibration), and recommend coaching/training when needed.
- Monitor corrective actions taken after the assessment and measure the extent of quality improvement.
Process development, standardization, and improvement
- Develop, standardize, and update SOPs/customer service procedures/guidelines, checklists, forms, and quality standards.
- Review current processes; identify inconsistencies, overlaps, lack of control, or excessive manual operations.
- Collaborate with Customer Service, Operations, Technology, and other relevant departments to design/adjust workflows and improvement solutions.
- Monitor the implementation and compliance of the process after its issuance; identify any issues to further optimize it.
- Evaluate the effectiveness before and after improvements based on data, SLAs/KPIs, service quality, and customer feedback.
Data analysis, reporting, and quality improvement
- Collect, clean, aggregate, and analyze customer service operational data from CRM and related data sources.
- Monitor and analyze metrics such as SLA, FRT, CSAT, missed call rate, complaint rate, backlog, reopening/escalation, and assigned KPIs.
- Analyze data across relevant dimensions such as personnel, post offices, customers, ticket types, order journeys, error causes, and timeframes.
- Conduct trend analysis, Pareto analysis, and root cause analysis for key issues.
- Develop and maintain quality management reports/dashboards; provide insights, alerts, and propose action plans for management.
- Monitor the progress of the action plan and measure the effectiveness after the improvements.
- Conduct surveys, compile and analyze customer satisfaction/feedback levels as required.
Coordination and other tasks
- Collaborate with relevant departments on programs to improve service quality and customer experience.
- Prepare periodic/ad hoc reports as required by management.
- Perform other tasks related to the scope of QA, quality, and improvement as assigned.
Requirements
Education
- Qualifications: College degree or higher (majoring in quality management, economics, logistics, etc.)
- Knowledge of customer service quality management, customer care processes, and service operations.
- Understanding the quality improvement process and handling customer feedback.
- Basic knowledge of data analysis and operational reporting.
Experience:
- Experience: At least 2 years of experience in quality assurance in customer care, customer service, express delivery, etc.
- Experience in developing processes and compiling summary reports.
- Experienced in managing teams or supporting teams in their work and reporting.
Attitude
- Careful, responsible, and objective in work.
- Proactively improve and enhance service quality.
- Customer service mindset and supportive spirit
- Patience and flexibility in problem-solving.
- A willingness to learn and good collaboration with relevant departments.
Skill
- Proficient in using office software.
- Proficient English
- Assessment and problem-solving skills.
- Data analysis skills and proficiency in Excel.
- Proficient in Microsoft Office & Google Workspace (Excel/Google Sheets, PowerPoint, Word).
- Ability to work independently and as part of a team, and to collaborate effectively within an operational environment.
Salary and benefits
- Salary range: Negotiable
- Benefits include: Holiday bonuses, 13th-month salary; birthday gifts; sick leave; annual company trips; holidays, annual leave, and other benefits as stipulated by labor regulations and relevant laws (Social insurance, health insurance, unemployment insurance, annual leave, etc.); working in a professional company with a young, dynamic, and friendly team, and opportunities for career advancement.
- Health insurance (PVI)
Working hours
- Working hours: Monday – Friday: 8am – 5 pm; Saturday: 8am-12pm (online)
- Work location: 326 Vo Van Kiet Street, Cau Ong Lanh Ward, Ho Chi Minh City
Contact information:
- Email: [email protected]
- Hotline: 0962.067.807
