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Quality Assurance Specialist – Travel App | BPO/Call Center | Office Hours | Up To 18M

Công Ty TNHH TransCosmos Việt Nam
Updated: 03/10/2025

Employment Information

Benefits

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

Job requirement

  • Minimum 2 years of experience in developing and implementing QA programs within a call center environment.
  • Strong capability to secure frontline engagement, provide performance feedback, and conduct calibrations aligned with QA standards.
  • Experience in the travel sector (flight, hotel, tourism) is an advantage.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Drive.
  • Solid reporting and presentation abilities.
  • Good English communication.
  • Excellent soft skills including communication, active listening, time management, multitasking, adaptability, organization, prioritization, data analysis, and trend identification.

Job requirement

General:

  • Ensure Quality Monitoring is performed to improve overall quality performance per project 
    standards.

Specific:

  • Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.
  • Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.
  • Report & analyze quality progress; ensure correct tagging of contact reason categories.
  • Generate/update processes & guidelines for CSR adherence.
  • Ensure recoveries are completed as needed.
  • Attend calibrations & meetings to keep requirements aligned.
  • Perform root-cause analysis and design action plans.
  • Document CC quality concerns & trends; recommend procedural/training changes.
  • Provide information to support performance feedback and motivate quality improvement.
  • Test products/procedures to validate functionality & effectiveness.
  • Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
  • Other duties as assigned...

More Information

  • Qualification: Bachelor
  • Age: 25 - 38
  • Job type: Permanent

Company Overview

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

https://transcosmosvietnam.talent.vn/ Number of employees: 1.000-4.999

Được thành lập từ năm 1966 tại Shibuya, Tokyo, Nhật Bản, tập đoàn transcosmos Inc đã không ngừng mở rộng quy mô và hiện diện tại 35 quốc gia với 178 cơ... View more

Quality Assurance Specialist – Travel App | BPO/Call Center | Office Hours | Up To 18M

Công Ty TNHH TransCosmos Việt Nam