Contact Center - Quality Assurance/Quality Control_Manager - Dự Án Bia

1. QA Team Management

• Lead, manage, and develop the QA/QC team to ensure consistent quality evaluation standards.
• Assign workloads, monitor team performance, and provide regular coaching and feedback.
• Set team KPIs and drive accountability for quality objectives.
• Support recruitment, onboarding, and capability development of QA team members.

2. Quality Assurance & Compliance

• Develop, implement, and maintain quality assurance frameworks, scorecards, and audit methodologies.
• Conduct quality monitoring across calls, chats, emails, and other customer interaction channels.
• Ensure compliance with internal policies, client requirements, and regulatory standards.
• Organize internal and external calibration sessions to maintain evaluation consistency.
• Identify quality gaps and recommend corrective and preventive actions.
• Drive customer experience improvement initiatives through quality management programs.

3. Data Analysis & Reporting

• Analyze quality data and operational metrics to identify trends and improvement opportunities.
• Monitor key performance indicators including QA Score, CSAT, FCR, AHT, Compliance Rate, and Escalation Rate.
• Conduct Root Cause Analysis (RCA) for recurring issues and service failures.
• Prepare daily, weekly, monthly, and quarterly quality reports for management and clients.
• Build and maintain dashboards to track quality performance and action plan effectiveness.

4. Performance Improvement & Coaching

• Collaborate with Operations and Team Leaders to improve agent performance.
• Design and implement coaching plans based on QA findings and operational KPIs.
• Monitor post-coaching improvements and ensure action plans are effectively executed.
• Support new hires and underperforming employees through targeted coaching programs.
• Lead continuous improvement initiatives to enhance service quality and customer satisfaction.

5. Training Process & Capability Development

• Conduct Training Needs Analysis (TNA) to identify capability gaps and training priorities.
• Develop and execute monthly, quarterly, and annual training plans aligned with business objectives.
• Design, update, and standardize training materials, SOPs, knowledge base content, and assessments.

Organize and oversee:

• Onboarding Training
• Product Training
• Process Training
• Refresher Training
• Upskilling Programs
• Train-the-Trainer Programs
• Evaluate training effectiveness through assessment scores, QA scores, productivity, CSAT, and other operational KPIs.
• Deliver follow-up coaching and development plans to ensure training effectiveness.
• Ensure consistency and quality of training delivery across teams.
• Coordinate with stakeholders to implement training related to new products, services, processes, or policies.
• Develop competency frameworks and succession planning initiatives.

6. SOP & Knowledge Management

• Develop, standardize, and maintain SOPs, work instructions, and knowledge management systems.
• Ensure operational changes are effectively communicated and implemented.
• Monitor adherence to established procedures and quality standards.
• Support UAT testing and implementation of new processes and tools.
• Maintain accurate and up-to-date operational documentation.

7. Stakeholder & Client Management

• Participate in quality review meetings with clients and internal stakeholders.
• Present quality performance results, root cause findings, and improvement plans.
• Collaborate closely with Operations, Training, Workforce Management, Product, and other support teams.
• Support new project implementation, process transitions, and service expansions.
• Build strong working relationships with clients and key stakeholders.