Quality Manager

• Oversee and drive key quality performance indicators (DSAT, CSAT, NPIs, APIs, etc.), adjusting as needed to align with market trends and partner expectations.
• Monitor and ensure KPIs consistently meet or exceed targets.
• Proactively identify areas for improvement and implement corrective measures to enhance service quality.
• Develop and optimize procedures that strengthen project performance and customer experience.

• Conduct onboarding training covering company culture, policies, and project-specific guidelines.
• Deliver training programs focused on production, product knowledge, and soft skills.
• Ensure high training completion and passing rates for new hires.
• Create, update, and maintain training materials to reflect process or product changes.
• Ensure all staff receive timely updates on new procedures, tools, or products.

• Collaborate with the Operations team to design and execute effective coaching programs.
• Ensure coaching sessions meet quality and frequency standards.
• Monitor progress and ensure all agents achieve expected performance improvement outcomes.

• Supervise the Quality Assurance (QA) and Training team, ensuring clarity on KPIs, quality metrics, and project objectives.
• Develop and implement quality assessment frameworks for the project.
• Ensure full compliance with company policies and procedures.
• Participate in recruitment, onboarding, and performance evaluation of QA team members.
• Oversee team budgeting and cost management.

• Report directly to the Senior Operations Manager.
• Analyze quality performance data to identify root causes and create actionable improvement plans.
• Prepare and deliver detailed quality reports on a weekly, monthly, quarterly, and annual basis.

• Work closely with the Operations team to manage turnover rates and improve retention.
• Partner with other departments to execute initiatives that enhance team performance and service quality.
• Perform additional tasks as assigned by the line manager.

• Minimum of 3 years experience in a call center environment as a Quality Manager experience in transportation, e-commerce, or retail is highly preferred.
• Experience working with global or multinational companies is an advantage.
• Strong leadership, organizational, and team management skills.
• Excellent communication, analytical, and presentation skills.
• Adaptive and proactive with high attention to detail.
• Ability to work independently and collaboratively across departments.
• Fluent in English (both written and spoken).

• Full participation in social insurance, health insurance, unemployment insurance, and trade union benefits as per Vietnam Labor Law.
• Access to soft skills training and career advancement opportunities.
• Performance-based KPI evaluation and project bonuses.
• Holiday gifts or bonuses on March 8, October 20, April 30, January 1, and May 1.
• Participation in team-building activities and company events.

Hegka