Quality Assurance Specialist [MPR_2025_0374]

WE NEED YOU:≥ 2 years of experience developing & implementing QA programs in a call center.Proven ability to gain frontline buy-in, deliver performance feedback, and drive calibrations to QA requirements.Preferable: experience in flight/hotel/tourism.Strong Microsoft Office (Word/Excel/PowerPoint/Google Drive).Strong reporting & presentation skills.Good English communication.Excellent soft skills: oral & written communication, active listening, time management, multitasking, adaptability, organization & prioritization, data analysis & trend identification...WORK LOCATION:Scetpa Building, 19A Cong Hoa, Bay Hien Ward, HCMC.WORKING TIME:6 days/week (~25 days/month); 8 hours/shift.Service time: 24/7.Working hours: 08:00–17:00 or 09:00–18:00REQUIREMENTS: General:Ensure Quality Monitoring is performed to improve overall quality performance per project standards.Specific:Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.Report & analyze quality progress; ensure correct tagging of contact reason categories.Generate/update processes & guidelines for CSR adherence.Ensure recoveries are completed as needed.Attend calibrations & meetings to keep requirements aligned.Perform root-cause analysis and design action plans.Document CC quality concerns & trends; recommend procedural/training changes.Provide information to support performance feedback and motivate quality improvement.Test products/procedures to validate functionality & effectiveness.Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.Other duties as assigned...BENEFITS:Salary: 18mil Gross.13th month salary.Insurances per Vietnamese Labor Law.Promotion opportunities, salary increase once/year.Periodical bonus: twice/year.Bonuses, gifts for Holidays.Activities: Birthday party, Town Hall, Employee engagement activities.Meal allowance, transport allowance & parking fee...