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
Độ tuổi:
Không giới hạn tuổi
Hình thức: Nhân viên chính thức
Lương:
14 Tr - 18 Tr
VND
Giới thiệu về công ty
DIAGNgười liên hệ: HR Department
https://www.diag.vn/
Our mission is to improve laboratory diagnostics across Vietnam. Our method is to empower doctors and patients with advanced lab testing, software, and...Chi tiết
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.