Establish and refine internal standards for support and call center quality assurance.
Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
Evaluate support engagements against predetermined quality benchmarks.
Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
Devise strategies to enhance support KPIs.
Identify training and onboarding needs and spearhead relevant initiatives.
Monitor customer service performance at both individual agent and team levels.
Generate comprehensive reports reflecting support performance.
Communicate support team performance findings to upper management.
Foster a positive team culture.
Prepare weekly and monthly reports.
Job Requirement
Prior minimum 2 years experience in customer service roles in Quality Assurance (QA), Call Center, or Customer Service, preferably within the Electronics or Electrical industry.
Demonstrated proficiency in analytical abilities.
Practical experience in quality assurance procedures.
Strong interpersonal skills, including adeptness in deliveringconstructive feedback.
Problem-solving acumen to devise impactful strategies for enhancingsupport quality.
TCL (Vietnam) Co Ltd, is a leading 100% foreign owned company strength in electronics. Our factory is placed in Binh Duong province and 04 branches are...Detail
TCL (Vietnam) Co Ltd, is a leading 100% foreign owned company strength in electronics. Our factory is placed in Binh Duong province and 04 branches are located in Ho Chi Minh, Da Nang, Ha Noi and Hai Phong cities.
TCL (Vietnam) Co Ltd, is the marker for the development of strong and successful overseas operation of TCL Group, is provided for reference important for the establishment of branches other oversea branches
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