Customer Service QA and AI (CS)

• Driving the quality of agents: Enhance agent performance through targeted quality initiatives.

• Participate in designing service quality assessment criteria and setting basic service standards.

• Creating monitoring frameworks: Develop strategies for monitoring low-performing agents.

• Designing analytical frameworks: Identify performance gaps through data analysis.

• Monitor and evaluate agent performance via call, chat, and email…

• Re-audit QA BPO, QC tool.

• Deliver coaching and track performance improvements to ensure continuous development of agents and the team.

• Leading QA calibration exercises: Facilitate calibration sessions to align quality assessment criteria.

• Maintaining the knowledge base: Ensure all resources are current and accessible for team members.

• Collaborating with BPO QA: Work closely to address and close agent performance gaps.

• Responding to requests from Quality Team Lead: Provide timely support and information as needed.

• Implementing continuous improvement initiatives.

• Perform other tasks as assigned.

• Bachelor’s Degree in a related field

• 2-3 years of experience in the relevant industry

• Strong analytical and listening Skills

• Effective communication and interpersonal skills

• Proficiency with Databases and Microsoft Office

• Knowledge of QA Terms, tools, and methodologies

• Analytical, problem-solving, and decision-making Skills

• Customer Service competency

• Ability to work collaboratively in a team environment

• Experience leading BPOs and giving direction

• Having experience with AI prompt tools is a plus

Benefits:

• Allowances

• Work from home 4 days/month

• Full salary insurance

• Premium health insurance

• Flexible check-in/check-out

• Tet, performance bonus

• Up to 19 days of leaves

• Laptop provided