QA Manager (BPO Industry)

Vacancy : Quality Manager / 01

A Quality Manager plays a crucial role in ensuring that services adhere to consistent standards. He / she  develops and implements quality management strategies, policies, and procedures to ensure that the project  fulfills both internal and external requirements, including quality compliance and customer expectations.

[1] - Jo b requirements :

KPIs (30%)

KPIs driving the project include, but are not limited to, DSAT, CSAT, NPIs, and APIs,  with the possibility of adjustments to align with market trends.

Monitor and ensure that KPIs meet the Partner's expectations.

Take proactive measures to provide solutions that enhance quality.

Propose utilization procedures that benefit the project with a focus on quality.

Training (20%)

Conduct onboarding training covering culture, company policies, and project guidelines.

Provide training in production and soft skills.

Ensure a high passing rate for newcomers.

Develop and update training materials

Ensure that all team members receive timely updates of knowledge on products and  procedures.

Coaching (20%)

Manage coaching effectiveness by collaborating with operations to structure coaching  sessions.

Work with the operations team to organize impactful coaching sessions.

Ensure all Agents and team members meet the required quantity and quality of coaching.

Management (10%)

Supervise the quality assurance and training team.

Ensure that all team members and agents have a clear understanding of their quality KPIs  and project objectives.

Build and implement quality assessments for the project.

Make sure that every employee adheres to company policies and regulations.

Recruitment of new team members

Oversee the budget and costs associated with the QA team.

Report (10%)

Report directly to the Senior Operations Manager.

Thoroughly analyze the quality results to develop improvement plans.

Compile high-quality reports on a weekly, monthly, quarterly, and yearly basis.

Collaboration (10%)

Coordinate with the operations department to manage turnover ratios effectively.

Partner with other departments on differe9nt initiatives aimed at improving team  performance.

Carry out additional tasks assigned by the line manager.

[2] - Skills requirements :

Candidates of any gender with a minimum of 03 years' experience in a call center as a  Quality Manager, particularly within the transportation, e-commerce, or retail industries.

Experience with global companies is an advantage.

Exceptional organizational and team leadership abilities.

Ability to adapt to various operational challenges.

Strong communication and presentation skills.

An initiative-driven mindset combined with a strong attention to detail in every task.

Competent in both collaborative team environments and independent work.

A bachelors degree or higher is required.

Proficiency in English is essential.

[3] - Report line :

Senior Operations Manager

[4] - Working time :

From Mon Sat (08 : 30 17 : 30)

Operating Hours : Available 24 / 7, 365 days

[5] - Benefits :

Engage in social security, health insurance, unemployment insurance, and trade union  activities as outlined by the Labor Law.

Take part in soft skills training and explore advancement opportunities.

Evaluate KPIs and project bonuses.

Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.

Participate in team-building activities

Location : Tan Binh, HCMC