Call Center Quality Control Specialist

Job Detail
  • Salary: 0 VNĐ - 16.000.000 VNĐ
  • Level: Experienced
  • Fulltime
  • 21 Applications
  • 952 Views
Job description
  • QC will be directly responsible of tasks including (but not limited to):
  • Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
  • Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
  • Training CSR’s on soft skills, call handling and communication skills
  • Providing report and analysis on quality progress to HOCS
  • Ensuring contact reason categories are tagged correctly
  • Generating process and guidelines for CSR’s to adhere
  • Ensuring recoveries are done
  • Attending calibration and meetings to ensure requirements are on par
  • Training CSR on new implementations and process changes.
  • Analyzing the root cause of issue and able to design action plan.
  • Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
  • Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
  • Test products and procedures to establish functionality and effectiveness.
  • Manage BPO performance to achieve KPIs of productivity, CSAT, CQM
  • Other duties as assigned
Job Requirement
  • At least 1 year experience developing and implementing quality assurance programs in a call center environment
  • Experience managing and driving team calibration to QA requirement
  • Expertise in Telesales, FMCG, Nutrition
  • Financial planning and Budget management.
  • Good at MS Office and CRM systems
  • Ability to solve problems quickly and independently while working in a fast-paced environment
  • Strong organizational, planning, prioritization skills
  • Excellent ability to identify and analyze data for trends
Job Other

IT Software Engineer - Ben Luc, Long An

Topcareer's Client
Lương: 800 USD - 1.000 USD | Khu vực: Đang cập nhật | Ngày đăng tuyển: 06-12-2019
Fulltime Apply Job

AUTOMATION ENGINEER - District 7, HCMC

Topcareer's Client
Lương: Thương lượng | Khu vực: Đang cập nhật | Ngày đăng tuyển: 26-12-2019
Fulltime Apply Job

Brand Marketing Executive - HCMC

Topcareer's Client
Lương: 15.000.000 VNĐ - 20.000.000 VNĐ | Khu vực: Ho Chi Minh City | Ngày đăng tuyển: 31-10-2019
Fulltime Apply Job

Marketing Manager (Home appliances & health care devices)

Topcareer's Client
Lương: 1.000 USD - 1.200 USD | Khu vực: Hanoi city | Ngày đăng tuyển: 02-12-2019
Đang cập nhật Apply Job

Data Production Executive

Topcareer's Client
Lương: 8.000.000 VNĐ - 10.000.000 VNĐ | Khu vực: Ho Chi Minh City | Ngày đăng tuyển: 15-11-2019
Fulltime Apply Job

English - Japanese Interpreter

Topcareer's Client
Lương: Thương lượng | Khu vực: Dong Nai | Ngày đăng tuyển: 12-11-2019
Fulltime Apply Job

Documentation Executive

Topcareer's Client
Lương: 9.000.000 VNĐ - 11.000.000 VNĐ | Khu vực: Ho Chi Minh City | Ngày đăng tuyển: 13-11-2019
Fulltime Apply Job

IT Staff - Long Duc I.P, Long Thanh

Topcareer's Client
Lương: 10.000.000 VNĐ - 12.000.000 VNĐ | Khu vực: Dong Nai | Ngày đăng tuyển: 21-06-2019
Đang cập nhật Apply Job

HR Executive (Vung Tau City)

Topcareer's Client
Lương: 7.000.000 VNĐ - 9.000.000 VNĐ | Khu vực: Ba Ria - Vung Tau | Ngày đăng tuyển: 04-11-2019
Fulltime Apply Job

Senior CSR Executive

Topcareer's Client
Lương: 18.000.000 VNĐ - 25.000.000 VNĐ | Khu vực: Dong Nai | Ngày đăng tuyển: 06-11-2019
Fulltime Apply Job
  • Company size:
  • Location:
Employer's Overview
Coppyright@2019 topcareer.vn. All rights reserved