Mô tả công việc
1. Manage Quality Assurance team:
• Managing Team head counts to meet requirements: daily operational activities and targets, resource planning/monitor..
• Manage Team performance: quality, productivity, shift rotation...
• Quality Assurance call's scope and process
• Review and update Script as/when needed
• Set the sampling method with specific criteria such as: total sample size, complaint ratio for those team in scope of QA call
• Designing and managing call evaluation process end to end.
• Coordinating with relevant department to implement quality projects to improve business processes and services;
• Review and update related Manual frequently
2. Training/Recruitment responsibilities:
• Right people right skill sets
• Provide Technical (workflow, professional) and soft skills training for team members
3. Reporting & Others
• Provide Call evaluation report as per agreed schedules
• Prepare Recon outstanding reports as per agreed schedules
• Other periodic and ad-hoc quality and productivity reports
• Other operational reports
• Responsible for handling and managing related initiatives/programs appointed by Line Managers
• Define, assess, monitor and follow-up all Operational Risks and Control
• Organize meeting with relevant teams/departments to feedback & discuss about improvement solutions
• Other assigned tasks by Head of Customer Service Center/Division Head
Yêu cầu công việc
1. Qualification
• Education Background: University graduate (preferably in Economics, Finance, Banking or Business Administration)
2. Work Experience
• At least 1 years of experience of Quality Control in Call Center or play as QA Associate
• Preferable experience in Project Management
3. Knowledge
• Understanding about SVFC's products
• Proven experience in managing a QA or Call Center
• Analytic mind with Quality Assurance methodology's knowledge (6-Sigma, TQM, ...)
• Manual/procedures/process building up
• Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team
4. Skills
• Analysis skill and good at numbers
• Deep understanding about Quality Assurance methodology
• Evaluation guideline/ Procedures/process,... building up
• Carefulness, perseverance, motivation and self motivation
• Attention to detail and quality orientation
• Relationship building & Teamwork
• Agility and adaptability
• Conflict management
Quyền lợi được hưởng
Training opportunities:
- Professional qualification sponsorship
- Online course sponsorship
- Language sponsorship: English, Korean
Colleagues:
- Friendly and dynamic working environment
Annual leave:
- 14 - 20 Days of annual leave
- 3 days of sick leave with pay
- Get 1 additional annual leave for each 5 full years of service
Benefits:
- Social insurance
- Premium health insurance for employees and their related persons
- Annual health check
- Competitive salary
- Attractive Bonus (monthly / yearly bonus, incentive)
- Guaranteed 13th month salary
- Annual salary review
Other extras:
- Vietnam company trip
- Engagement and outdoor Quarterly/Yearly Employee Recognition
- Long service award: 5 years, 10 years, 15 years activities (birthday, football, charity etc)
