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CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL

Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)

Quận Đống Đa, Hà Nội
Đăng 5 ngày trước và Công việc hết hạn trong 1 tuần tới

Năm kinh nghiệm tối thiểu

Cấp bậc

Loại hình

Loại hợp đồng

Trách nhiệm công việc

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.

Kỹ năng & Chuyên môn

  • 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.

Phúc lợi dành cho bạn

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.

Thông tin về CÔNG TY TNHH CÁC GIẢI PHÁP SOFTEL

https://topdev.vn/nha-tuyen-dung/cong-ty-tnhh-cac-giai-phap-softel-94773

5 vị trí tuyển dụng

Ngành nghề

Software

Quy mô công ty

100-499 Nhân viên

Quốc tịch công ty

Vietnam

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