Job description for [HCM/HN] QA BPO (Lương Cứng 15-17 Triệu/Tháng) at Công ty TNHH Các Giải Pháp Softel
- Maintain and develop internal quality standards.
- Assess support interactions (calls, emails, and chats) based on established quality standards.
- Provide meaningful and constructive feedback during evaluation sessions.
- Discuss and explain feedback with agents in regular meetings.
- Analyze customer service metrics (e.g. CSAT, FRT, IQS) and evaluate how team performance impacts these KPIs.
- Participate in calibration sessions to ensure consistency in internal evaluations.
- Identify training and onboarding needs and initiate relevant programs and projects.
- Create reports that reflect agent performance and quality trends.
- Perform other duties as assigned by the Senior Manager/Director
Yêu cầu - Diploma or Bachelor's Degree.
- At least 2 years of experience in Customer Service Quality Assurance (QA); experience in a call center environment is a strong advantage.
- Good command of English and proficiency in basic computer applications, including Outlook, Microsoft Word, and Excel.
- Strong self-motivation with the ability to work independently, demonstrate punctuality, pay close attention to detail, and manage multiple tasks effectively.
- Positive and outgoing personality with an excellent attendance record.
- Strong multitasking, prioritization, and time management skills.
Quyền lợi - 12 annual leave days (Unused leave days will be compensated in the December payroll).
- 11 public holidays in accordance with Vietnamese labor regulations.
- Social insurance coverage (BHXH, BHTN, BHYT) in compliance with Vietnamese labor law, effective immediately upon signing the official labor contract.
- Union benefits, including birthday gifts, International Women's Day gifts, funeral support, sick leave visits, maternity support, and other employee welfare programs.
- Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company continues to expand rapidly, employees have excellent opportunities for career advancement.
- Career Mobility: Opportunities to transfer to other positions or departments based on individual capabilities and career aspirations.
- US Headquarters Rotation Program: High-performing employees may have the opportunity to rotate to the company's US headquarters for valuable international experience and professional development.
