Call Center Quality Assurance
Công Ty TNHH TransCosmos Việt Nam
Hồ Chí Minh, Việt Nam
5 ngày trước
source : Talent Network

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.
  • Phúc lợi

    Máy tính xách tay, Bảo hiểm theo quy định, Du Lịch, Phụ cấp, Thưởng, Tăng lương, Công tác phí, Chế độ nghỉ phép

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