Quality Assurance (Call Center - Night Shift)

iTechWX

VND14,000,000 - 20,000,000/Month

Operations

Full-Time · On-site

Minimum Bachelor’s Degree

Less than a year of experience

Job Requirements

On-site

Less than a year of experience

Minimum Bachelor’s Degree

22-30 years old

This job post is managed by

Skills

Customer Service

Customer Support

English Language

Communication Skills

Quality Assurance

Job description for Quality Assurance (Call Center - Night Shift) at iTechWX

Job description

This role will be responsible for the overall service quality of the O365 team, business and physical compliance. Maintain a high and consistent level of support quality across the team.

YOU WILL:

Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Be responsible for physical compliance audits and maintain zero compliance issues in the team.
Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)

Key measure:

Successful implementation of process improvements
A common quality language regarding processes and improvements used in the organization
Knowledge of key principles of quality management distributed in the organization

Working time: 10PM-6AM, 5 days/week, 2 non-fixed days off

Job requirements

Have at least 3-6 months experience in QA in BPO, Contact center industry.
Excellent speaking and writing in English.
Experience in managing quality performance targets desired.
Strong determination for KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Excellent oral, written, and interpersonal communication skills.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, and high-tech projects is a big plus.

iTechWX

501 - 1000 employees

We are iTechwx, established in mid-2022, with a dedicated team of 500-1000 employees operating across Ho Chi Minh City and Ha Noi City. We are also strategically planning to expand our presence to other regions within Vietnam in the near future. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

Our culture is built on the pillars of accountability, passion, and professionalism. With these principles at the heart of everything we do, they are deeply embedded in every aspect of our operations, influencing how we cultivate talent and engage with our customers.

Accountability ensures that our team members remain responsible and dependable.

Passion drives our commitment to excellence and continuous improvement.

Professionalism guides our conduct, ensuring integrity and respect in all interactions.

Together, these principles shape us - iTechwx

Office address

Opal Tower, 92 Nguyen Huu Canh street, Binh Thanh District

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