Customer Service Quality Assurance (Night Shift)

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: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)

Have at least 1-year experience in QA in BPO, Contact center industry.

Excellent speaking and writing in English.

Experience in managing quality performance targets desired.

Strong determination for KPI achievement.

Disciplined and highly motivated to motivate and encourage the team for improvement.

Excellent oral, written, and interpersonal communication skill.

Demonstrated problem-solving skills, strategic and analytical capabilities.

Having experience/background in IT, Tech Support, high-tech projects is a big plus

-Competitive salary depending on experience

- 90% contribution of the gross salary to social insurance from the company side

- Full salary during the probationary period

- 12 days of annual leave, 8 days of sick leave

- Annual Health Checkup

- For employees working night shift: PVI insurance cover 24/7, night shift meal allowance and 30% allowance on gross salary

- Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)