Mô tả công việc
- Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
- Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
- Training CSR’s on soft skills, call handling and communication skills
- Providing report and analysis on quality progress to HOCS
- Ensuring contact reason categories are tagged correctly
- Generating process and guidelines for CSR’s to adhere
- Ensuring recoveries are done
- Attending calibration and meetings to ensure requirements are on par
- Training CSR on new implementations and process changes.
- Analyzing the root cause of issue and able to design action plan.
- Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
- Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
- Test products and procedures to establish functionality and effectiveness.
- Manage BPO performance to achieve KPIs of productivity, CSAT, CQM
- Other duties as assigned
Yêu cầu ứng viên
- At least 1 year experience developing and implementing quality assurance programs in a call center environment
- Good at MS Office and CRM systems
- Excellent oral, written and interpersonal communication skill
- Ability to solve problems quickly and independently while working in a fast-paced environment
- Exceptional listening skills
- Intermediate to advanced reporting skills
- Excellent ability to identify and analyze data for trends
- Ability to multitask and perform in constantly changing environment
- Strong organizational, planning, prioritization skills
Quyền lợi được hưởng
- Bảo hiểm đầy đủ sau 2 tháng thử việc,
- Lương tháng thứ 13
- Xét tăng lương 1 lần/năm
- Xét thưởng 2 lần/năm
-Tặng quà vào các dịp Lễ, Tết trong năm
- Tổ chức sinh nhật, team building, các chuyến du lịch, tặng quà kết hôn,…
Cách thức ứng tuyển
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THÔNG TIN TUYỂN DỤNG
VIỆC LÀM LIÊN QUAN
Hotline CSKH: (024) 7107 9799
0862 69 19 29
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