Quality Assurance Specialist (Call Center) - Relocate To Vietnam

ConcentrixRepublic Of India, IN

4 days ago

Job description

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

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Quality Assurance Specialist • Republic Of India, IN

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