Quality Assurance (English Speaking - Customer Service, Call Center, BPO)

ITECHWX COMPANY LIMITED · Hà Nội

Type

Full-time

Work mode

On-site

Level

Staff

Industry

Customer Service

Salary

Thương lượng

Location

Hà Nội, Hà Nội, Hà Nội

Overview

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:

Training

Summary of facts from the official posting. View original ↗

You'll be taken to the employer's official application page.