Job description for [HCM] QA CSKH (Lương Cứng 15-17 Triệu/Tháng) at Công ty TNHH Các Giải Pháp Softel
- Maintain and develop internal quality standards.
- Assess support interactions (calls / email / chat) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Map the need for training and onboarding programs and initiate these projects.
- Create reports that reflect agent performance.
- Some other duties as required by the Senior Manager/Director.
REQUIREMENTS:
- Diploma/Bachelor’s Degree.
- 2+yearsofexperienceinCustomerServiceQA(experience in thecallcenter is abig plus).
- ProficiencyinEnglish, basic computer skills, including Outlook, Word, and Excel.
- Demonstratedself-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
- Desiredqualities includeanoutgoing personality andanoutstanding attendance record.
- Effective multitasking, prioritization, and time management skills.
