transcosmos Vietnam Co., Ltd
transcosmos Vietnam Co., Ltd Ho Chi Minh City Vietnam
3 months ago
As a Training & Quality Assurance Supervisor, you will:
- be responsible for the quality of interactions between our Agent & Vendor with our Seller to meet all Client agreed upon KPIs and performance parameters.
- participate in Client monitoring and QA programs; then identify Client expectations and needs.
- obsess over the Seller experience, review Seller feedback, observe interactions in real time and then make recommendations to improve on that experience. You will analyze trends and address opportunities to proactively improve the Seller experience.
- oversee and direct quality assurance plans, also develop quality control plans for Contact Center Service Division.
- organize training and seminars for QA and Agent to keep them abreast of new policies and standards.
- work with other managers to drive initiatives and provide feedback to senior leaders on the overall health of our quality program, identify areas of development and under performance and take... corrective actions.
- build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.
- Excellent communication skills (both verbal and written) in English
- Must have at least 3 years overall experience in Quality Management in eCommerce business or Customer Service.
- Experience with process improvement and automation (e.g., AQL, LEAN Six Sigma, Process Management, Quality Tools…)
- Know how to build the training documents. A formatted and structured document people.
- Knowledge and experience of MS Office and databases.
- Must have the ability to communicate strategic plans and initiatives from Agent to Executive levels
- Strong ability to prioritize and experience with meeting multiple deadlines
- Client-facing and complex-problem-solving experience
- Certification of quality control is a strong advantage (ISO 9000
Ho Chi Minh City Vietnam
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