Job Category: Quality Assurance

Job Type: Full Time

Job Location: Ho Chi Minh

Company: Công Ty TNHH Vietnam Concentrix Services

Responsible for managing a team of QAs & Trainer
Data analysis and making designated reports/decks
Client & stakeholder management
Participating in internal & external calibrations
Communication to heighten awareness and focus on the importance of a positive customer experience
Making recommendations and driving improvement
Ensuring that internal policies, procedures, and compliance regulations are being followed
Reduce learning curve and help enhance product/process knowledge of new joiners.
Ensuring that internal policies, procedures, and compliance regulations are being followed

At least 1 year experience in QA cum Trainer Team leader for Call Center
Very Good in English
Ensure that Process quality and training are delivered effectively within the stipulated timelines
Evaluate process quality and take corrective actions which should be tangible
Evaluate the effectiveness of T & D interventions
Improve calibration of QIC, SME, and CSM within the team
Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
Design and develop a Quality Framework
Ensure uniform quality of training being delivered by all training teams in line with client requirement
Interact and streamline channels of communication with other Functions and Clients

Supervisor – Training & Quality

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