Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)

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.

• Diploma/Bachelor’s Degree.
• At least 01 year 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.

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 15M-17M/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 (9:00 am - 6:00 pm from Mon-Fri).
• 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.
• 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.

Join us and be part of a dynamic and winning team where your career growth matters!