Chuyên Viên Đánh Giá Chất Lượng Cuộc Gọi (English Line)

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Phụ cấp thâm niên, Nghỉ phép năm

Time: 5 days/weeks, rotating shift

Address: QTSC1, Quang Trung Software City, HCMC

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contactmethods including chat and email • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,Operations, Client, Account Management, and Resource Unit partners) • Participates in calibration sessions/call listening sessions with Quality Leadership staff,Operations, Program Management and clients to ensure scoring consistency and best practices • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.