Quality Assurance Manager tại Truyền hình K+
Mã số : QAM
Bộ phận : Custormer Care
Nơi làm việc : Ha Noi
Ngày đăng: 11/05/2015
Ngày hết hạn: 25/05/2015
DUTIES:
• Conducts audits and provides on-going feedback on work procedures and call quality standards; Acts as subject matter expert in addressing procedural issues , Lắp đặt truyền hình k+
• Review inbound and outbound calls and other kinds of customer interactions (eg: web chat) by observing performance, techniques and application of procedures, and by liaising with a third party who conducts a call quality assurance on a quarterly basis
• Provides overview of call monitoring system, call evaluation form, scoring and call expectations to new-hire classes
• Conducts/participates in monthly coaching sessions in order to develop and evaluate personnel by assessing performance.
• Liaises with a third party to conduct and provide reports on customer satisfaction
• Identifies developing trends impacting service levels and works proactively with appropriate parties/departments to recommend process enhancements (e.g: After-Sales Service, Quality of Service at K+ Stores/Controlled Network, truyen hinh an vien, truyen hinh an vien tai hai phong.)
• Designs, implements rewards and loyalty program for K+ subscribers; Liaise with Marketing team to roll out all loyalty programs smoothly to the right targeted customers
• Analyse period retention and engagement data and utilize the information to make needed adjustments to the company’s Rewards and Loyalty program.
• Other duties as assigned by the Customer Care Director.
REQUIREMENTS:
• Bachelors Degree
• Fluent in verbal and written English
• At least two years of relevant experience within a call center environment
• Excellent communication skills and high level of Customer service sense
• Very good presentation skills, truyền hình an viên, truyền hình VTC tại hải phòng, truyền hình fpt
• Ability to act as a professional role model
• Attention to detail, proactive
SALARY: To be discussed during the interview.
CLOSING DATE:
This position will be filled as soon as the right candidate is identified.
Target start working date: ASAP
HOW TO APPLY:
Please email a CV, cover letter (in English) to:Phuong.hr@vstv.vn
The subject line of your email must be: “Application for the position of Quality Assurance Manager”
Mã số : QAM
Bộ phận : Custormer Care
Nơi làm việc : Ha Noi
Ngày đăng: 11/05/2015
Ngày hết hạn: 25/05/2015
DUTIES:
• Conducts audits and provides on-going feedback on work procedures and call quality standards; Acts as subject matter expert in addressing procedural issues , Lắp đặt truyền hình k+
• Review inbound and outbound calls and other kinds of customer interactions (eg: web chat) by observing performance, techniques and application of procedures, and by liaising with a third party who conducts a call quality assurance on a quarterly basis
• Provides overview of call monitoring system, call evaluation form, scoring and call expectations to new-hire classes
• Conducts/participates in monthly coaching sessions in order to develop and evaluate personnel by assessing performance.
• Liaises with a third party to conduct and provide reports on customer satisfaction
• Identifies developing trends impacting service levels and works proactively with appropriate parties/departments to recommend process enhancements (e.g: After-Sales Service, Quality of Service at K+ Stores/Controlled Network, truyen hinh an vien, truyen hinh an vien tai hai phong.)
• Designs, implements rewards and loyalty program for K+ subscribers; Liaise with Marketing team to roll out all loyalty programs smoothly to the right targeted customers
• Analyse period retention and engagement data and utilize the information to make needed adjustments to the company’s Rewards and Loyalty program.
• Other duties as assigned by the Customer Care Director.
REQUIREMENTS:
• Bachelors Degree
• Fluent in verbal and written English
• At least two years of relevant experience within a call center environment
• Excellent communication skills and high level of Customer service sense
• Very good presentation skills, truyền hình an viên, truyền hình VTC tại hải phòng, truyền hình fpt
• Ability to act as a professional role model
• Attention to detail, proactive
SALARY: To be discussed during the interview.
CLOSING DATE:
This position will be filled as soon as the right candidate is identified.
Target start working date: ASAP
HOW TO APPLY:
Please email a CV, cover letter (in English) to:Phuong.hr@vstv.vn
The subject line of your email must be: “Application for the position of Quality Assurance Manager”
