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QA MANAGER (CEC)-#2371

Client Information

100-500

Retail - Ecommerce

Job Information

QA MANAGER (CEC)

Responsibilities:
* Direct management of QA Supervisor and QA Specialist in Customer Experience Center

  • Analyze and evaluate staff performance to develop performance plans to drive excellence providing weekly coaching and feedback.
  • Maintain a thorough knowledge of product, policies, and technology.
  • Monitor according to Customer Experience Center Director and company expectations.
  • Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement.
  • Provide ongoing QA Call Evaluation reporting and notification to CEC Operations.
  • Participate in monitoring and calibration sessions with CEC Operations.
  • Oversee certification of all employees during the new hire process.
  • Other Related Duties:

         + May give presentations and mentoring to new employees.

         + May participate in action planning meetings.

         + Perform ad-hoc tasks assigned and report to Customer Experience Center Director

Requirements:

  • Education : University Graduated up.
  • Languages: Highly advanced communication and writing skills in English.
  • At least 3 years experience in a similar position.
  • Performance Management background.
  • Strong organization and planning skills.
  • Excellent interpersonal and communication skills.
  • Pleasant personality and honest.
  • Competency in computer skills.
  • Knowledge of MS Office and Google Suite.
  • Experience in customer service center quality assurance and management of QA departments for customer service and collections.
  • Proven knowledge of customer service center operations, collections and client relationships.
  • Ability to perform critical analysis and propose solutions.
  • Ability to communicate effectively with all levels in the organization.

General Information

Ho Chi Minh

Fintech

Manager

Quality Assurance / Control (QA/QC)

Negotiation

Contact Us

Thien Tran OR Quyen Nguyen

thien.tran@headhuntvietnam.com OR quyen.nguyen@headhuntvietnam.com

0932015695 OR

QA MANAGER (CEC)

Negotiation

Ho Chi Minh

Fintech

Quality Assurance / Control (QA/QC)

Manager

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