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🤖 15+ AI Agents working for you. Find jobs, score and update resumes, cover letter, interview questions, missing keywords, and lots more.
Hegka.ai • Ho Chi Minh City, Vietnam
Role & seniority: QA Lead (senior/lead role)
Stack/tools: KPI monitoring and quality management; training delivery and materials; coaching, team management; reporting dashboards (weekly/monthly/quarterly/annual); collaboration with operations; budget and cost activities
Top 3 responsibilities: 1) KPI & Quality Management (monitor DSAT/CSAT/NPI/API and propose improvements); 2) Training (onboarding, production and soft skills, materials, high passing rates); 3) Reporting (analyze results, prepare periodic quality reports)
Must-have skills: at least 1 year QA in a call center; strong leadership and team management; excellent communication and presentation; detail-oriented problem-solving; ability to work independently and collaboratively; English proficiency; bachelor’s degree or higher
Nice-to-haves: experience in global companies; prior work in transportation, e-commerce, or retail; adaptability to operational challenges; budget/expense awareness
Location & work type: Not specified; employment type/location not disclosed
Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented QA Lead to join our expanding team.
The Quality Leader is responsible for ensuring service quality, maintaining consistent standards, and meeting partner expectations. This role develops and executes quality strategies, leads training and coaching activities, and drives continuous improvement across the project.
KPI & Quality Management (40%)
Monitor key KPIs such as DSAT, CSAT, NPI, API, etc., and ensure they
meet partner expectations.
Proactively recommend solutions to improve service quality. Build and update processes and guidelines to enhance operational performance.
Training (15%)
Deliver onboarding training on company culture, policies, and project
requirements.
Conduct production and soft-skills training. Ensure a high passing rate for new hires. Develop and maintain training materials. Provide timely updates on product knowledge and procedures to all team members.
Coaching & Support (10%)
Collaborate with the operations team to organize effective coaching
sessions.
Ensure agents receive adequate and high-quality coaching.
Team Management & Collaboration (15%)
Supervise the QA and Training team. Ensure all team members understand their quality KPIs and project goals. Develop and implement quality assessment criteria. Ensure compliance with company policies. Coordinate with operations to manage turnover. Partner with cross-functional teams to enhance productivity and project outcomes. Manage QA team budget and cost-related activities. Perform other tasks as assigned by the line manager.
Reporting (20%)
Report directly to the Operations Manager. Analyze quality results to identify trends and propose improvement plans. Prepare weekly, monthly, quarterly, and annual quality reports.
Minimum 1 years of QA experience in a call center environment
(preferably in transportation, e-commerce, or retail).
Experience in global companies is a plus. Strong organizational, leadership, and team management skills. Ability to adapt to operational challenges. Excellent communication and presentation abilities. Detail-oriented with strong problem-solving skills. Able to work independently and collaboratively. Bachelors degree or higher required. Proficiency in English is essential.
Negotiation salary Social insurance, health insurance, unemployment insurance, and trade union participation as regulated by labor law. Soft-skill training and clear career development opportunities. Performance bonuses and project incentives. Holiday gifts/bonuses on March 8, October 20, April 30, January 1, May 1, and other company events. Participation in team-building and internal engagement activities.