- Negotiable salary
- Actived date: 15/01/2025
- Tester, QA/QC , IT Helpdesk/ IT Support
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Salary:Negotiable salary
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Experience:Over 1 year
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Job Type:Permanent
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Level:Experienced / Junior
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Industry:
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Work Location:
Benefits
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An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.
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Salary at 100% during the probationary period.
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90% contribution of the gross salary to social insurance.
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20 days leave (12 days of annual leave and 8 days of sick leave).
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Activities: Birthday party, Employee engagement activities
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Training will be offered.
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Full working equipment will be provided with the Annual Health Checkup.
Job Description
- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
- Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goal
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Be responsible for physical compliance audits and maintain zero compliance issues in the team.
- Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, et
Key measure:
- Successful implementation of process improvements.
- A common quality language regarding processes and improvements used in the organization.
- Knowledge of key principles of quality management distributed in the organization.
Job Requirement
- Have at least 1-year experience in QA in BPO, Contact center industry.
- Excellent speaking and writing in English.
- Experience in managing quality performance targets desired.
- Strong determination for KPI achievement.
- Disciplined and highly motivated to motivate and encourage the team for improvement.
- Excellent oral, written, and interpersonal communication skill.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Location: 4th Floor, Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi City, Vietnam
Notice: If you find this job posting to be fraudulent or containing incorrect information, please report it to us.
CÔNG TY TNHH ITECHWX
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Company size:500 - 999
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Your address:Tầng 12 Opal Tower, số 92 Nguyễn Hữu Cảnh, Phường 22, Quận Bình Thạnh, Thành phố Hồ Chí Minh, Việt Nam, Hồ Chí Minh
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Website:https://www.itechwx.com/Home
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these principles at the heart of everything we do, they are deeply embedded in every aspect of our operations, influencing how we cultivate talent and engage with our customers.
Accountability ensures that our team members remain responsible and dependable.
Passion drives our commitment to excellence and continuous improvement.
Professionalism guides our conduct, ensuring integrity and respect in all interactions.
Together, these principles shape us - iTechwx
