CS Quality Assurance Specialist
B
BTSEFintech, Blockchain
VietnamFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Proficient in both written and spoken English
- Experience
- Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance
- Required Skills
- Analytical SkillsProblem SolvingQuality AssuranceTrainingCRMCustomer support
Requirements
- Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance.
- Solid understanding of quality assurance concepts, methodologies, and tools.
- Strong analytical, problem-solving, and decision-making capabilities.
- Demonstrated experience in testing processes, version control, and defect management.
- Proficient in both written and spoken English.
- Bachelor’s degree or equivalent in a related field.
- Competent computer literacy and ability to work with standard office and QA software.
- Flexibility to work in a rotational schedule, including weekends or holidays as required.
- Willing to work from home or at the office/business site as needed.
- Excellent interpersonal and soft skills.
Responsibilities
- Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs).
- Conduct regular quality reviews of support tickets and participate in agent calibration sessions.
- Identify, analyze, and help resolve workflow inefficiencies within the customer support process.
- Monitor, document, and report on quality performance metrics to the CS Team and management.
- Create and maintain training materials and operational manuals to support quality and compliance.
- Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs.
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