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Discuss in the interview
We are looking for a Quality Assurance (QA- Call Center) for a trading company as detail:
- Ensure quality supervision is carried out to improve the overall quality performance of the project based on quality standards.
Provides feedback and training based on quality reviews, complaints, and feedback on seller satisfaction to improve their overall communications and quality performance.
- CSR training on soft skills, call handling, ticket processing and communication skills
- Provide quality reporting and analysis to HOCS
- Make sure the category of contact reasons is tagged correctly
- Create procedures and guidelines for CSR compliance
- CSR training on new implementation and process change.
- Analyze causes and propose solutions to problems
- Provide information to assist in performance feedback and to increase motivation related to the Quality Concern of the Contact Center.
- Check out the products and processes to establish functionality and effectiveness.
- BPO performance management to achieve KPI productivity, CSAT, CQM
- Perform other duties as required.
- Have 2-5 years experience in the same position in the field of customer care
- Have experience convincing clients and frontline staff to support new initiatives
- Have experience in managing and controlling calibration team as required by QA
- Good organizational skills, planning.
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