We’re looking for a Quality Assurance to be responsible for the overall service quality of the 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, 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

Our ideal candidates :

• Available for night shifts (working hours: 20:00 - 5:00, onsite at the company office)
• Have at least 1-year 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 skill.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, high-tech projects is a big plus.

Why us ?

• Competitive salary depending on experience
• 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
• Salary at 100% during the probationary period
• 90% contribution of the gross salary to social insurance
• Training will be offered
• Full working equipment will be provided
• 12 days of annual leave, 8 days of sick leave
• Annual Health Checkup
• Annual performance review

Location : VISTA Building, 19 Tan Cang St., Ward 25, Binh Thanh Dist., HCM City.
Contact : marble.nguyen@itechwx.com
Job Type: Full-time
Pay: 20,000,000₫ - 24,000,000₫ per month