[DISTRICT 7] BRANCH CUSTOMER SERVICE & QUALITY SPECIALIST
Mô tả công việc
- Support and monitor Branch Customer Service quality to ensure consistent customer service standards across branches.
- Develop, maintain and continuously improve QMS, service standards, guidelines and quality control mechanisms.
- Conduct QA/QC activities, including service quality reviews, monitoring, sampling and compliance checks.
- Analyze quality findings, customer feedback and operational data to identify service gaps, root causes and improvement opportunities.
- Coordinate with Branches and relevant CSC teams to implement corrective actions and follow up on improvement plans.
- Prepare periodic QA/QC and QMS reports, highlighting key findings, trends and recommendations.
- Support the development and updating of SOPs, Work Standards, checklists and quality criteria.
- Provide coaching/feedback to Branches and relevant teams based on quality assessment results.
- Support other quality improvement and operational excellence initiatives assigned by Line Manager.
Yêu cầu ứng viên
- Working Experience: 2+ years of experience in Customer Service, Quality Assurance/Quality Control, QMS, Branch Service or Contact Center operations, preferably in banking/financial services.
- Gender: preferred Male
- Good understanding of customer service standards, quality management and operational processes.
- Strong analytical and problem-solving skills with attention to detail.
- Experience in QA/QC, quality monitoring, process review or service audit is preferred.
- Good communication and stakeholder management skills; able to coordinate effectively with Branches and internal departments.
- Ability to identify root causes and translate findings into practical improvement actions.
- Proficient in Microsoft Office, especially Excel and PowerPoint.
- Proactive, accountable, structured and customer-oriented.
Thông tin tham khảo
- Thị trường tại Hồ Chí Minh
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- Nguồn tin
- Nguồn: CareerViet · đăng 08/10/2026