Collection QC & Training Specialist - Up To 16.000.000 - Tại Hồ Chí Minh/ HCM

1. Training activity:

- Responsible for evaluating training needs related to Collection members performance and achievement

- Delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as modules and guides. Develop digital and print training material (e.g. videos and manuals) according to training plan/ program required

- Deliver training implementation to ensure collection training needs are fulfilled

- Schedule yearly, monthly training plan

- Conduct skill/ advanced training courses for call center agents or Supervisors and above

2. Quality control:

Evaluating quality of call: 

- Measure call quality by intent listening automatically  Analyse call performance trends

- Assess operator’s capability levels

Prevention & Corrections 

- Ensure SOP & Collection Policy adherence

- Notify reporting authorities about Fraud 

- Handle complaint from clients/ partners complied to complaint handling process

3. Reporting:

- Execute and report result of training satisfaction survey

- Provide feedback to improve training program 

2 - 3 years experience in QC and training for Collection call center or related field of call center of >100 agents

- Have a good knowledge about collection

- Experienced in prepare training material

- Ability to analyse skills gap among the collection agents

- Excellent communication, presentation and coaching skills

- Passionate, enthusiastic, good at speech, and always be positive  Good communication in English

- Additional certification in training is a plus 

- Attractive salary and 13th-month salary.

- Particularly good incentive for good achievement.

- Working in a friendly and supportive environment.

- 14 days off and public holidays according to state regulations.