Chuyên viên đảm bảo chất lượng (Quality Assurance) cho BPO & Call Center
Full-time
Hồ Chí Minh, Vietnam
Đã đăng: 10 tháng 6, 2025
Hạn Nộp: 21 tháng 9, 2025
Chi Tiết Vị Trí
Regularly review agent backlogs to identify compliance, case-handling, and process issues, reporting findings promptly to leadership.
Make recovery calls for high-risk cases to minimize risks and boost CSAT.
Monitor, evaluate, and audit samples of inbound/outbound calls and non-voice interactions.
Maintain strong knowledge of client products, services, and program strategies.
Collaborate with management on key drivers, metrics, and operational processes (including Training) to support Balanced Scorecards and profitability goals.
Provide accurate, timely reports (daily, monthly, MTD, YTD) on call quality, productivity, availability, and other defined metrics.
Conduct physical compliance audits to ensure zero compliance breaches.
