Responsibilities

As a Customer Service Quality Assurance, you will:

Maintain and develop internal quality standards.
Assess support interactions (calls / email / chat) based on established quality standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
Participate in calibration sessions to maintain consistency in internal evaluations.
Map the need for training and onboarding programs and initiate these projects.
Create reports that reflect agent performance.
Some other duties as required by the Senior Manager/Director.

Requirements

Diploma/Bachelor’s Degree.
4+ years of experience in Customer Service QA (experience in the call center is a big plus).
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
Desired qualities include an outgoing personality and an outstanding attendance record.
Effective multitasking, prioritization, and time management skills.

Benefits

Softel Solutions offers more than just a job; it’s a chance to build a meaningful career within an iconic US brand while gaining valuable experience. Opportunities to learn American cultures and master your English as native American English-speaking

Unbeatable base salary from 19M-23M/month with the potential bonuses and incentives. (We can negotiate further based on your qualifications).
Work 5 days a week and 8 hours a day.
12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
Quarterly & Annually Performance-based Bonuses & Sales commission:

- Huge Sales Incentives: Earn commissions from device upgrades, data top-ups, cross-sales, and plan upgrades
- KPI Bonuses: Based on customer satisfaction (70%), attitude, team spirit, and innovative ideas contributions (30%)
Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor/Manager, Director.
Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.

Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)

Year of experience

Job Level

Job Type

Contract type

Responsibilities

Requirements

Benefits

About CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL

Industry

Company size

Nationality