QUALITY EVALUATOR (NIGHT SHIFT)

📍 Location: QTC9 Building, Quang Trung Software City, District 12, Ho Chi Minh City

🕒 Working Schedule: 5 days/week (Night Shift)

Monday – Friday: 7:30 PM – 7:30 AM Saturday: 8:00 PM – 4:30 AM (9 hours/day including 1-hour break)

JOB OVERVIEW

We are seeking a detail-oriented and analytical Quality Evaluator to monitor and evaluate customer interactions across multiple communication channels, including phone calls, emails, and chats.

The successful candidate will be responsible for ensuring compliance with quality standards, identifying improvement opportunities, and providing valuable insights to enhance customer experience and operational performance.

KEY RESPONSIBILITIES

Quality Monitoring & Evaluation

• Monitor, evaluate, and audit inbound/outbound calls, emails, and chat interactions.
• Assess customer interactions against established quality standards and evaluation criteria.
• Ensure compliance with operational procedures and client requirements.
• Provide evaluation feedback and performance reports to relevant stakeholders.

Quality Improvement

• Participate in calibration and call-review sessions to ensure scoring consistency.
• Conduct internal quality audits to identify process improvement opportunities.
• Recommend corrective actions and best practices to improve overall service quality.
• Contribute to maintaining quality documentation, forms, and evaluation guidelines.

Program Support

• Develop and maintain strong knowledge of client products, services, and operational processes.
• Collaborate with Operations, Training, Quality Leadership, Account Management, and Client teams.
• Support management in analyzing key performance indicators and operational metrics.
• Participate in quality improvement initiatives and special projects as assigned.

REQUIREMENTS

• Associate's Degree or Bachelor's Degree in a related field.
• 2–4 years of experience in Quality Assurance, Quality Evaluation, Customer Service, Call Center, or related roles.
• Strong attention to detail and analytical skills.
• Ability to work independently and effectively under pressure.
• Strong multitasking and time management skills.
• Proficiency in Microsoft Office applications.
• Excellent written and verbal communication skills.
• Ability to provide objective feedback and maintain scoring accuracy.

📱 Zalo Contact: 084 976 2968