Mô tả công việc
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards-
To provide feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance-
To train CSR’s on soft skills, call handling, ticket handling and communication skills- To final audit pre flight task, to prevent financial loss.
To provide report and analysis on quality progress to HOCS- To ensure contact reason categories are tagged correctly- To generate process and guidelines for CSR’s to adhere-
To ensure recoveries are done- To Attending calibration and meetings to ensure requirements are on par- To train CSR on new implementations and process changes.
To analyze the root cause of issue and able to design action plan.- To handle Document Contact Center quality concerns and trends for procedural changes, recommendations and training-
To provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
To test products and procedures to establish functionality and effectiveness.- To manage BPO performance to achieve KPIs of productivity, CSAT, CQM-
Working condition :
5 days per week (9 hours / day)
Salary : Gross VND 13,000,000 14,000,000 + KPI
Benefit package :
A Quarterly party / End Year Party.
Annual company trip and team building
a fully employee - care benefit system.
Yêu cầu công việc
Male / Female, aged 21-32 years old.
Candidate must be a great care and nicety of detail person; executing with great minuteness
Strong customer service mindset as well as leader mind set.
Having at least 1-year experience with management positions in Call Center
Prior experience in Airlines Industry (airlines call center, ticket agency ) is a plus.
Minimum educational background : College graduated or higher.
Fluent in English both written and spoken, preferably with TOEFL score 500 or above (TOEIC 600).
Computer literate, Minimum typing skill : 50 words per minute.
Willing to work overtime if needed.
Able to adapt in dynamic company culture and fast-paced working environment.
Able to work under pressure and in a large team.
Always bring positive attitude within colleagues and towards staffs. Strong leader mind set and motivation skill.
Discipline, honest and critical.
Good communication skills and problem solving skills.
Máy tính xách tay, Bảo hiểm theo quy định, Du Lịch, Phụ cấp, Thưởng, Tăng lương, Công tác phí, Chế độ nghỉ phép