Senior Supervisor, Call-Center Quality Management

Job purpose:
The main responsibility of Quality Management Senior Supervisor is to ensure the quality of all inbound and outbound calls which conducted by Call Rep. in professional and correct manner accordance with the set standards and rules
Major accountabilities:
- Conduct quality control activity by listening a percentage of call recordings and evaluate the quality of call following Quality control rules
- Provide constructive and timely feedback to Call rep. so that they can improve both quality and productivity
- Propose and work with a call center team member/supervisor/manager on corrective actions that need to be implemented for quality and productivity improvement
- Provide reports on call center performance for the operations team and head of CRM
- Organize systematically all knowledge/skill/product
- Planning and work closely with Inbound/Outbound Supervisor/Call center Manager to provide call center staff with training, on the job training, coaching to help them improve their skills.

- Annual Leave, Insurance and Policy following Labor Law - Competitive Salary - Professional and active working environment