Job Title: Call Center Quality Assurance Analyst - Vietnamese Speaker
Location: Philippines (Relocation Assistance Available)
Job Type: Full-time, Permanent
About Us:
We are a leading global provider of customer experience solutions, offering support to clients in various industries. We are looking for a highly skilled and motivated Call Center Quality Assurance Analyst who is fluent in Vietnamese to join our dynamic team in the Philippines. As a key player in our team, you will ensure that our customer service operations meet the highest standards of quality, professionalism, and customer satisfaction.
Job Summary:
The Call Center Quality Assurance (QA) Analyst will be responsible for monitoring, evaluating, and improving the quality of customer service interactions handled by our call center agents. You will use your expertise to assess agent performance, provide feedback and coaching, and collaborate with management to enhance customer experience strategies. This role requires fluency in both Vietnamese and English, as the successful candidate will evaluate calls in both languages and provide feedback to ensure compliance with company standards.
Key Responsibilities:
- Monitor Calls: Evaluate customer service interactions (calls, emails, chats) to assess quality, accuracy, and adherence to company policies and standards.
- Provide Feedback: Deliver constructive feedback to agents on performance, highlighting strengths and areas for improvement.
- Performance Reports: Prepare and analyze performance reports, identifying trends and providing actionable insights to improve customer service quality.
- Training & Coaching: Conduct regular coaching sessions and training workshops for agents to address performance gaps and enhance skill sets.
- Compliance & Standards: Ensure adherence to company policies, industry regulations, and customer service best practices.
- Collaboration: Work closely with team leaders, supervisors, and management to implement continuous improvement initiatives and drive positive results in customer satisfaction and agent performance.
- Language Proficiency: Ensure that calls and interactions in both Vietnamese and English meet the quality standards for language accuracy, tone, and professionalism.
Qualifications:
- Fluency in Vietnamese (both written and spoken) is a must.
- Fluency in English (both written and spoken) is required to communicate with the team and management.
- Minimum 2 years of experience in a call center environment, preferably in a Quality Assurance role.
- Strong understanding of call center operations, metrics, and KPIs.
- Excellent attention to detail and the ability to identify areas for improvement.
- Proficient in using QA tools and software, call recording systems, and performance management systems.
- Strong interpersonal and communication skills.
- Ability to work independently as well as part of a team.
- Analytical mindset with problem-solving skills.
- Experience working in a multicultural environment is a plus.
- Bachelor's degree or equivalent work experience is preferred.
Additional Requirements:
- Ability to work in a fast-paced and dynamic environment.
- Flexibility to work on different shifts based on operational needs.
- Willingness to relocate to the Philippines (relocation assistance provided).
- Experience with Vietnamese customer service or Vietnamese-speaking clients is an advantage.
What We Offer:
- Competitive Salary and performance-based incentives.
- Relocation Assistance including accommodation support and travel costs.
- Health and wellness benefits.
- Opportunities for career growth and advancement.
- Comprehensive training and development programs.
- A dynamic and supportive work environment.
