QA Supervisor

Job Description

- Be in charge of providing the key supports that related to the assigned Products in SHOPEE Customer Contact Center
- Responsible for the day-to-day general administration of the organization, assisting the Operation Manager and supporting the staff team. Ensure the quality of each agent that transferred accurate information to Customers, then make Customers satisfied
- Updating Specialized knowledge, processes to support internal and external. Training newbies and agents to ensure well qualified advice of CC
- Monitor all new information/ processes of all products from SHOPEE, have interaction/coordination with SHOPEE to make sure that the information can timely, quickly, and exactly be updated to agents as well as help CC agents support effectively SHOPEE Customers/Users so that increase their satisfaction
- Handle all customer’s Claim/Request or ask the help from SHOPEE or directly contact with any relevant SHOPEE departments to give those customers the best solutions.Be responsible for dealing with customer’s requests and find the best solutions (by fair means or foul) to provide for CC agent to answer customers
- Support/ coordinate with other Supervisor/ Team Leader/ Senior on professional knowledge, procedure to give method /advice/ explanation for Customers
- Make training plan/ refresh training plan to improve quality under SHOPEE’s requirement
- Coordinate with Trainer to train CC Agents according to the in-charge field from the basic to advanced knowledge of existing products or new products
- Write the procedures of handling the assigned products or design in- depth training materials upon request
- Participate in the advanced training programs or projects that related to assigned products upon SHOPEE’s request
- QA Supervisor will work closely with Counterpart, Supervisors, Team leader to evaluate employee key performance indicators and identify training needs and development opportunities. Ensure individual and company goals are met, maintain reports and provide analysis of performance
- Provide support and coaching of associates as they advance in the path to succeed
- Analyze reports related to the quality of Customer Contact Center in order to ensure the achievement of quality KPI required by SHOPEE 
- Completes operational requirements by scheduling and assigning administrative projects, expediting work results
- Respond to the project all the requested information on behalf of The Quality Assurance Department
- Censorship all QA knowledge examinations and take main responsibility for the operation of QA
- Collaborate with Contact Centre Team Leaders, Management of partner/Customer to review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues as well as improvement performance
- Manage call center performance reporting from G-doc, excel and avariety of systems, formatting and analyzing data on a daily basis to create dashboards and relate the data to performance
- Lead by providing training, development and coaching to internal CS team as need be
- Undertake general administrative duties including: 
+ General word processing
+ Collation and distribution of minutes, reports and other documents
+ Dealing with incoming and outgoing mail and general emails
+ Minute taking for Board, team meetings and other meetings as required

Location: 705 National Highway 20, Lien Nghia, Duc Trong District, Lam Dong Province

Benefit:

Salary range: 11,000,000 - 16,000,000

- 13th month salary, salary review once per year
- Performance bonus twice per year
- Computer are provided by the Company
- Insurance and benefits according to labor law
- Birthday parties, wedding gifts, trips, team building…

Requirements

- 1+ year exp in QA in Callcenter 
- 1+ year exp as Team Lead in Callcenter
- Good at English
- Strong personality and leadership
- Experience in managing to performance targets desired
- Project management experience, able to work independently on multiple concurrent initiatives

Working time: Monday to Friday (9am - 6pm) & Bi Saturday (9am - 6pm)