transcosmos Việt Nam

WE NEED YOU: ✔ Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards ✔ Provide feedback and coaching based on quality audits, complaints, and seller satisfaction ✔ Remarks to improve their communication and overall quality performance ✔ Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes ✔ Provide report and analysis on quality progress ✔ Ensure contact reason categories are tagged correctly ✔ Generation process and guidelines for Agents to adhere ✔ Ensure recoveries are done ✔ Attend calibration and meetings to ensure requirements are on par ✔ Analyze the root cause of the issue and be able to design an action plan. ✔ Document Contact Center quality concerns and trends for procedural changes, recommendations, and training. ✔ Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns. ✔ Test products and procedures to establish functionality and effectiveness. ✔ Manage BPO performance to achieve KPIs ✔ Other duties as assigned