[DISTRICT 7] QUALITY ASSURANCE SPECIALIST
Mô tả công việc
- Conduct regular QA monitoring and quality assessments across Voice, Omni Chat and other customer service channels.
- Evaluate agent performance against defined QA criteria, Work Standards, SOPs and service standards.
- Identify quality gaps, recurring errors and potential compliance risks.
- Analyze QA results and provide root-cause analysis and improvement recommendations.
- Prepare periodic QA reports, quality trends and management insights.
- Coordinate with Team Leaders and relevant teams on corrective actions and follow-up.
- Support the development and continuous improvement of QA criteria, scorecards and quality monitoring methodology.
- Conduct calibration sessions to ensure consistency in quality assessment.
- Provide feedback and coaching recommendations based on QA findings.
- Support QMS and customer experience improvement initiatives.
Yêu cầu ứng viên
- Working Experience: 1+ years of experience in QA/QC, Contact Center Quality, Customer Service or Banking Operations.
- Strong understanding of customer service quality and operational processes.
- Experience in QA monitoring, calibration and quality analysis.
- Strong analytical, reporting and problem-solving skills.
- Good communication and stakeholder management skills.
- High attention to detail and strong sense of accountability.
- Proficient in Excel and PowerPoint.
Thông tin tham khảo
- Thị trường tại Hồ Chí Minh
- 14.489 tin đang mở từ 3.403 doanh nghiệp. Xem việc làm tại Hồ Chí Minh
- Nguồn tin
- Nguồn: CareerViet · đăng 08/10/2026