Roles & Responsibilities:
Quality Lead /Consultant - (Native Vietnamese & English)
• Responsibilities:
- Quality audit
- Perform Vietnamese & English language quality audits on internal and external specialists providing Client with advertising and sales support, as well as specialists working to bring prospective clients into the SMB's portfolio of advertisers.
- Be the first line of quality when auditing client interactions between Client Services, Strategic Sales, or Account Management.
- Execute both quantitative and qualitative analyses of data and trends to proactively deliver insights, define goals, and drive improvements;
- Work closely & hand in hand with other departments to respond immediately to relevant quality-related needs;
- Drive market (Vietnamese) calibrations and participate in internal calibration
- Provide training & coaching for Vietnamese agent based on audit findings
- Participate in the development of quality inspection standards and continuously optimize the process and system platform.
- Drive studies
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- Collecting Study Information for Vietnamese market: Gathering relevant data and information required for all strategic initiatives study, ensuring comprehensive coverage and accuracy.
- Drafting Business Case & Value Add Proposition: Developing robust business cases and identifying value-added propositions or benefits for our customers based on study findings.
- Work closely with Sales managers & QPMS to align with program & Vietnamese market priorities
- Participate in relevant discussions with the Sales & Quality team as a SME & to drive quality initiatives
Must have skills & Qualifications:
Qualifications :
• Minimum 3-4 years of Quality Assurance Programs experience as well 1-2 year's experience in Call Centre/Contact Centre environment for Sales/Customer Service background
• Native Vietnamese plus English language skillset (Bilingual resource)
• Quality audit and quality management-related experiences.
• Ability to work in fast and evolving workflows with eye for detail.
• Ability to maintain calm while meeting strict deadlines.
• Comfortably in exercising quality standards in ambiguous scenarios.
• Computer fluency and understanding the necessity of a data-driven approach.
• Vendor management experience, a plus.
• COPC familiarity, a plus
• Native Vietnamese plus English language skillset (Bilingual resource)
• Lean Six Sigma -Quality audit and quality management-related experiences.
• Computer fluency (MS EXCEL, Power Points, Visio etc.) and understanding the necessity of a data-driven approach.
• Experience in digital marketing/Sales & Advertisement domain is must
• 1-2 yers experience People management & stakeholder management.
• Understanding on Vietnamese market nuances / trends etc.
QAAS(Advisory Services)