Specialist, LDQA (Vietnamese Speaker)

Job Responsibilities - Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching. - Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement. - Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements. - Initiate calibration sessions within the operation, training, and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training. - Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOP, and other quality-related materials. - Collaborate with cross-function teams to identify and resolve quality-related matters. - Stay up to date with industry trends and best practices in contact center quality assurance. - Participate in the development and implementation of quality assurance initiatives and projects. Better to have 1. Strong people skills: Ability to navigate difficult situations and stay calm under pressure. 2. Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making. 3. Excellent time management: ability to multi-task to solve issue for Customers, while managing time. 4. Polished delivery: ability to communicate in a structured and professional manner. 5. Quick learner: ability to ramp up quickly and act on feedback constructively. 6. Ability to multi-task while effectively communicating global Customers, team members and operations management in Kuala Lumpur. Job Requirements - Excellent communication skills, both verbal and written in English and Vietnam as the role requires the candidate to deal with clients from Oversea. - Minimum 1-2 years of experience in a Quality Assurance role (experience in the FinTech/Crypto industry will be an added advantage) - Able to work on-site and start immediately. - Highly motivated and detailed-oriented individual to join our team as QA Specialist. - Strong analytical skills with the ability to analyze data and provide insights to drive continuous improvement. - Detailed-oriented with a strong ability to multi-task and prioritize effectively. - Ability to work independently and as part of a team. - Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards - Comfortable working in a fast-paced, dynamic environment with changing priorities.