Quality Assurance - Mandarin Speaking

Concentrix · Hồ Chí Minh

Type

Full-time

Work mode

On-site

Level

Staff

Industry

Manufacturing

Salary

Thương lượng

Location

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains strong program knowledge base, basic understanding of client products, services and/or programming strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focuses on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Training

Summary of facts from the official posting. View original ↗

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