Quality Assurance (Junior/Middle)

Why we’re looking for you

We're seeking a Customer Service Quality Assurance Executive who ensures our customers achieve optimal outcomes with a relentless commitment to quality. As the Quality Assurance Executive, you will be instrumental in guaranteeing seamless customer experiences and satisfaction by implementing rigorous quality standards and processes. Let’s join us to collaborate & build, learn, and grow together

You’ll do

1. Quality Monitoring and Evaluation:

• Monitor and evaluate customer interactions ( emails, chat, etc.) to ensure adherence to quality standards.
• Assess communication for accuracy, professionalism, and compliance with company policies and standard
• Identify training or coaching needs and opportunities for process improvements based on evaluation results.
• Ensure all customer interactions comply with relevant regulations and company policies.
• Maintain accurate and up-to-date records of quality assessments and feedback provided.

2. Reporting and Feedback:

• Provide detailed feedback to Customer Success team members on their performance throughout QA score
• Prepare and present regular quality reports to management, highlighting trends, insights, and areas for improvement.

3. Process Improvement:

• Collaborate with the Customer Success Manager to develop and implement quality improvement initiatives and CS workflow (if any)
• Work with cross-functional teams to enhance processes and tools that support customer interactions.
• Conduct root cause analysis for identified quality issues and recommend corrective actions.

4. Training and Coaching:

• Create and update training materials, including manuals, guidelines, and best practice documents.
• Support to coach team members to ensure consistent quality in customer interactions and product knowledge

You Have…

• Bachelor's degree preferred (Bachelor of Management of Quality, Business Administration, Economics…)
• 3+ years of Customer Success Agents experience
• English: Advanced level
• Implementation of corrective action programs experience
• Strong computer skills including Microsoft Office, QA applications, and databases
• Knowledge of tools, concepts, and methodologies of QA
• Solid knowledge in effective usage of data analysis tools and statistical analysis

Plus points:

• Quality inspection or auditing experience
• Product or industry-related experience 

We offer

• Salary range: Negotiate
• Performance review and competency evaluation: 2 times per year.
• Lunch meal + Parking fees provided.
• Annual performance bonus & 13th – month salary: up to 3-month salary (based on your devotion and business efficiency)
• Holiday bonus & Company trip
• Remote working days: 12 days per year
• Annual leaves: 12 days per year 
• Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,…
• Training program: ensure to cover product training for all newbie and other training programs according to the Company’s policy

Why you’ll love working here

• Learn product-thinking and customer-centric mindset.
• Collaborative and supportive environment
• Young and passionate colleagues
• Professional and creative office view
• Clear & Scientific Agile Framework on the whole company workflow & culture.
• Join a dynamic team to design and develop high-performance E-commerce products. Take on ambitious and challenging objectives by contributing to groundbreaking business models in the market.
• Flexible working time: 
  • Morning: 8:00 am -12:00 pm (check in from 8:00 am to 8:45 am)
  • Afternoon: 1:00 pm - 5:45 pm (check out from 5:00 pm to 5:45 pm)