- Chức vụ: Trưởng nhóm
- Kinh nghiệm: 2 - 5 năm kinh nghiệm
- Hình thức làm việc: Toàn thời gian cố định
- Yêu cầu bằng cấp: Cao đẳng trở lên
- Yêu cầu giới tính: Không yêu cầu
- Số lượng cần tuyển: 0 ứng viên
- Ngành nghề: Nhân viên kinh doanh
Mô tả công việcJOB OVERVIEW
Responsible for training for all employees in TLS Section included training new employees and current employees; control and improve quality and section’ performance to meet sections’ requirements and targets.
- Manage TLS Operators (Inhouse + BPO) overall quality via Customer Satisfaction KPI, Quality Control rules report.
- Manage knowledge base, Build Question & Answer, Standardize TLS processes.
- Monitor Quality control Rules, evaluate TLS call quality, ticket quality
- Monitor Standard process closely to ensure everything are going as planned.
- Work with relevant departments/ Sections to push them to solve their tickets.
- Ensuring TLS Operators quality from training to onboarding. Creating Training plans & implement training sessions for TLS Operators (product knowledge, soft skills…).
- Quality Control & Training for TLS và controlling BPO’s training process & training quality.
- Creating and updating Training materials.
- Working with cross-function team leaders to push them to solve their tickets.
- Perform the work assigned by Head of TLS.
Yêu cầu công việcQualification & experience
- Excellent at communication skills in Vietnamese and English both written and verbal
- At least 2 years’ experience in position relevant QC and Training in a Consumer Finance, Bank, Insurance, online sales.
- Understanding consumer finance product and service
Knowledge & Skills
- Good training and presentation skills
- Customer orientation skill
- Good Leadership skill
- Customer Service knowledge & skills
- Documentaries skills
- Excellent in using Microsoft Office: Excel, Word, Power Point…
Quyền lợi được hưởng
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