Training and QC Specialist
Southeast Asia | Full-time
Responsibilities
- Monitor and evaluate interactions across various communication channels, including calls, chats, and emails, to ensure professionalism, adherence to quality standards, and compliance with company policies
- Deliver constructive feedback and coaching to team members, highlighting areas for improvement and recognizing exemplary performance to drive team growth and morale
- Assess and analyze sales and retention processes, identifying inefficiencies and providing actionable recommendations for improvement
- Perform audits on call records and other communication channels to ensure accuracy, completeness, and compliance with the company’s quality standards
- Develop, track, and report quality metrics to the Operations Manager and senior leadership, identifying trends, areas for improvement, and progress over time
- Utilize statistical analysis tools to evaluate data, identify quality control issues, and uncover performance trends for strategic improvements
- Develop and deliver training programs tailored to address team challenges, improve customer interaction techniques, and onboard new hires effectively
- Work closely with the Operations Manager and other stakeholders to establish and maintain quality standards and performance benchmarks
- Stay informed about industry trends and best practices in quality control, customer service, and business development
- Propose and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the department
Requirements
- Minimum of 2 years in a similar Training and Quality Control Specialist role, preferably within a business development or customer service environment
- Proven ability to develop and implement quality control standards that drive performance and service excellence
- Experience in creating and delivering engaging, impactful training programs for diverse audiences
- Strong analytical skills to interpret performance data, generate insights, and provide actionable recommendations
- Demonstrated ability to maintain clear, professional communication across teams and stakeholders
- Expertise in identifying and implementing workflow improvements to enhance operational efficiency
- Proficiency in updating and maintaining training materials to reflect changes in processes or best practices
- Proficiency in English and Vietnamese, with the ability to communicate effectively in both languages
We offer
- 16 paid vacation days per year
- 14 paid sick leave days per year
- 11 days Public holidays
- Medical insurance
- Dental expenses reimbursement
- Parking and commuting reimbursement
- Professional education budget
- Language learning budget
- Wellness budget (gym membership, sports gear and related expenses)