Monitor the quality of customer care service via call/email/chat channels

Analyze, evaluate and score call quality/unvoice channel quality of employees

Ensure service quality is improved based on quality standards

Update feedback promptly and provide solutions to improve service quality

Isolate and identify areas of improvement on members performance;

Monitor daily reports from the supervisor

Provide leadership, guidance, and support to the team members

Manage refreshment & training to agents

Identify & escalate issues to the related teams when out of the scope of this department;

Find issues among members related to productivity and problem-solving;

Accept and process special requests from customers as per SOPs;

Manage recurring meetings with team(s) to review performance;

Manage routing and payment method enablement as per available inventory defined by SOPs;

Ensure all cases are solved within required timeframe following the company’s SOPs;

Report fraud to the company’s risk team;

Report any product error findings to related product/engineering teams

Good at English both written and spoken 

Have 1+ year of experience in developing and implementing quality assurance programs in a call center environment 

Ability to solve problems quickly and independently while working in a fast-paced environment 

Intermediate to advanced reporting skills 

Excellent ability to identify and analyze data for trends 

Ability to multitask and perform in constantly changing environment 

Strong organizational, planning, prioritization skills

- Position promotion
- Salary increase: once/year
- Periodical bonus: twice/year
- 13th month salary
- Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, Employee engagement activities