Quality Assurance Specialist (Call Center) - Relocate to Vietnam

Quality Assurance Specialist in Content Moderation - Relocate to Ho Chi Minh City, Vietnam.

• Location

  : QTSC1 Building, Quang Trung Software City, District 12, Ho Chi Minh City

• Time

  Working

  : 5 days/week, rotating shift (having nightshift).

• Language

  : Proficient in Bengali

About the job

What You Will Do:

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports result of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focuses on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

What You Need:

• Having experience in QA/QC/Audit or any relevant
• Background in Call Center (Customer Service)
• English 4 skills