Quality Assurance Specialist - App Social Video - Professional Growth

General:

• Ensure Quality Monitoring is performed to improve overall quality performance per project standards.

Specific:

• Conduct QA audits to ensure accuracy, compliance, and service quality.
• Provide feedback & coaching based on audit results, complaints, and satisfaction metrics.
• Support training on soft skills, communication, and new processes.
• Analyze quality trends; report results and ensure correct tagging/category usage.
• Update SOPs/guidelines and ensure recovery actions are completed.
• Join calibrations to keep scoring and requirements aligned.
• Perform root-cause analysis and recommend improvement actions.
• Track quality concerns and propose process/training changes.
• Test new features/processes to validate accuracy and usability.
• Support KPI goals including Productivity, CSAT, and CQM.
• Other duties as assigned...

• ≥ 1 years of experience developing & implementing QA programs in a call center.
• Proven ability to deliver feedback, drive quality improvements, and lead calibration alignment.
• E-commerce or online platform experience preferred.
• Proficient in MS Office/Google Workspace.
• Strong reporting, data analysis, and presentation skills.
• Good English communication.
• Strong soft skills: communication, listening, time management, multitasking, adaptability, and prioritization.

• Salary: Negotiable
• 13th month salary.
• Insurances per Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Periodical bonus: twice/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.
• Meal allowance, transport allowance & parking fee...