Quality Manager

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

• 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 bachelor’s degree or higher is required.

• Proficiency in English is essential.

• 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…