Customer Service Quality Control Specialist

Mô tả công việc

• Perform monitoring and evaluating the quality of all channels including inbound, outbound, e-communication, customer care in accordance with standard operating procedure.
• Regularly conduct random checks and provide feedback/ coaching session to CS Officer on Call/ Email handling quality.
• Maintain details quality record of all CS&QC officers.
• Provide agent performance report and SWOT analysis for further improvement.
• Conduct monthly call calibration to evaluate on selected recorded conversations.
• Analyze reports, identify trends to propose solutions, initiatives related to common costumer’s complaints and requests in order to deliver high customer satisfaction.
• Proactively participate in the projects to optimize process and performance of the CS Centre.
• Conduct daily line testing and checks on Avaya recording system to ensure quality of conversation recorded is good.
• Undertake other tasks assigned by Quality Control Team Leader.

Email contact: quang.vu.1@fecredit.com.vn - Mr. Quang

(please attach your CV for this position)

Thời gian làm việc

8h30 - 18h00

Địa điểm làm việc

Tòa nhà FE, 144 Cộng Hòa, P12, Q. Tân Bình

Yêu cầu công việc

Background

• University Graduate, major: Banking, Finance, Marketing or relating areas
• At least  02 years of call center customer care experience, preferably in a finance environment.
• 1 year Quality Control experience in a customer interaction environment is a plus.

Skills

• Exceptional listening and analytical skills.
• Customer-orientation skill
• Excellent oral, written, and interpersonal skills
• Teamwork and coaching skill
• Proficiency in CRM software or similar system
• Familiar with reporting tools (Excel, BI, etc.) is a plus
• Able to communicate in English

Chế độ phúc lợi

• Yearly bonus (KPI – highly attractive – discuss in the phone).
• 13th month salary.
• Bonus for national and company special events.
• Lunch allowance.
• Other benefits: yearly health check, health care insurance, annual holiday with company, 2-3 soft skill trainings per month, sport, Christmas, year-end, football and other activities.
• Promotion and attractive salary review.

Loại công việc

Full time

Cấp bậc

Specialist