Junior Quality Assurance Specialist (Customer Service/ Call Center)

DIAG

Nộp Đơn Ứng Tuyển

Địa điểm

Hồ Chí Minh

414-420 Cao Thắng, Phường 12 (Quận 10), Quận 10, Thành phố Hồ Chí Minh

Ngày cập nhật
10/10/2024
Ngành nghề
Tiếp thị trực tuyến, Dịch vụ khách hàng, Quản lý chất lượng (QA/QC)
Hình thức
Nhân viên chính thức
Cấp bậc
Nhân viên

Lương
14 - 18 triệu VNĐ
Kinh nghiệm
Không yêu cầu kinh nghiệm
Số lượng
1
Hết hạn nộp
10/10/2024

Phúc lợi

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

Mô tả Công việc

QA(OPS) will be directly responsible for 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 patient/doctors’s satisfaction.
Training agent on soft skills, call handling, ticket handling, and communication skills.
Providing report and analysis on quality progress to Manager/Head.
Training agent on new implementations and process changes.
Analyze the root cause of the issue and able to design an 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.
Manage team performance to achieve KPIs of CSAT, CQM.
Participating in internal & external calibrations.
Ensuring that internal policies, procedures, and compliance regulations are being followed
Identifying operational / training issues and helping team in fixing these gaps.
Support team to build SOP.
Support ad-hoc audits.

Yêu Cầu Công Việc

At least 1-year experience QA/ QC in customer service/ call center/ contact center environment.
Good at English.
Intermediate to advanced reporting skills.
Excellent ability to identify and analyze data for trends.
Experience in providing performance feedback.
Experience managing and driving team calibration to QA requirement.
Willing to travel across HCMC and provinces to perform center audits.
Pro-active, hardworking and detail oriented.
Be able to adapt to the needs of a growing business through ad-hoc support and/or changes to the work requirements.

Thông tin khác

Bằng cấp: Đại học

DIAG

Địa điểm 414 - 420 Cao Thắng nối dài, P.12, Q.10, Tp.HCM

Thông tin công ty

Qui mô công ty:
Loại hình hoạt động:
Website: https://www.diag.vn/

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Giới thiệu về công ty

Our mission is to improve laboratory diagnostics across Vietnam. Our method is to empower doctors and patients with advanced lab testing, software, and health technologies. 70% of modern medical diagnosis relies on laboratory insights. Thus, we are ever trying to improve healthcare outcomes by making diagnostics more accessible, affordable, and effective.