Quality Manager

A Quality Manager plays a crucial role in ensuring that services adhere to consistent standards. He / she develops and implements quality management strategies, policies, and procedures to ensure that the project fulfills both internal and external requirements, including quality compliance and customer expectations.

[1] – Job requirements:

KPIs (30%)

• KPIs driving the project include, but are not limited to, DSAT, CSAT, NPIs, and APIs, with the possibility of adjustments to align with market trends.
• Monitor and ensure that KPIs meet the Partner’s expectations.
• Take proactive measures to provide solutions that enhance quality.
• Propose utilization procedures that benefit the project with a focus on quality.

Training (20%)

• Conduct onboarding training covering culture, company policies, and project guidelines.
• Provide training in production and soft skills.
• Ensure a high passing rate for newcomers.
• Develop and update training materials
• Ensure that all team members receive timely updates of knowledge on products and procedures.

Coaching (20%)

• Manage coaching effectiveness by collaborating with operations to structure coaching sessions.
• Work with the operations team to organize impactful coaching sessions.
• Ensure all Agents and team members meet the required quantity and quality of coaching. Management (10%)
• Supervise the quality assurance and training team.
• Ensure that all team members and agents have a clear understanding of their quality KPIs and project objectives.
• Build and implement quality assessments for the project.
• Make sure that every employee adheres to company policies and regulations.
• Recruitment of new team members
• Oversee the budget and costs associated with the QA team.

Report (10%)

• Report directly to the Senior Operations Manager.
• Thoroughly analyze the quality results to develop improvement plans.
• Compile high-quality reports on a weekly, monthly, quarterly, and yearly basis.

Collaboration (10%)

• Coordinate with the operations department to manage turnover ratios effectively.
• Partner with other departments on differe9nt initiatives aimed at improving team performance.
• Carry out additional tasks assigned by the line manager.

[2] – Skills requirements:

• Candidates of any gender with a minimum of 03 years’ experience in a call center as a Quality Manager, particularly within the transportation, e-commerce, or retail industries.
• Experience with global companies is an advantage.
• Exceptional organizational and team leadership abilities.
• Ability to adapt to various operational challenges.
• Strong communication and presentation skills.
• An initiative-driven mindset combined with a strong attention to detail in every task.
• Competent in both collaborative team environments and independent work.
• A bachelors degree or higher is required.
• Proficiency in English is essential.

[3] – Report line:

Senior Operations Manager

[4] – Working time:

From Mon Sat (08:30 17:30)

Operating Hours: Available 24/7, 365 days

[5] – Benefits:

• Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
• Take part in soft skills training and explore advancement opportunities.
• Evaluate KPIs and project bonuses.
• Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1. Participate in team-building activities

[6] – Start work:

Onboard: 17 Feb 2025

[7] – Salary:

Negotiate

Location: 6 Thang Long, Tan Binh, HCMC