Lead QA function, drive continuous improvement, and ensure high-quality customer interactions. Develop and optimize Quality Assurance strategy. Manage and coach QA audit and training teams.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Department: Business Operations Department
Report To: Manager of Quality Control and Compliance
(Vietnamese language/ English is a plus NOT a must)
* Overview:
We are looking for an experienced and ambitious QA Lead who will be responsible for leading the QA function, driving continuous improvement, and ensuring consistent delivery of high-quality customer interactions. This role will play a central part in shaping quality standards, enhancing operational performance, and elevating customer satisfaction across all support channels.
Key Responsibilities:
❖ Develop, implement, and optimize the Quality Assurance strategy aligned with the company’s customer experience goals.
❖ Lead, manage, and coach a QA audit team & Training team, ensuring high performance, engagement, and capability development.
❖ QA Audit team: Design and maintain QA frameworks, scorecards, audit processes, calibration sessions, and training guidelines.
❖ Training team: Design soft skills training material, scorecards to evaluate after-training quality. Planning and executing training plan for Operations department (1200 staff)
❖ Collaborate closely with CS Operations, Training, Product, Tech, and Compliance teams to resolve complex issues and enhance end-to-end customer experience.
❖ Implement automation and QA/AI tools (speech analytics, auto-QA, CRM integrations) to improve consistency and scalability.
❖ Other tasks will be assigned by line manager
* Qualifications:
❖ 5+ years of experience in Customer Support / Quality Assurance/ CS Training team, including 2 years in a managerial or leadership role.
❖ Proven success in managing QA teams in a contact center or customer operation environment.
❖ Strong understanding of multichannel and omnichannel support, QA methodologies, Training experiences.
❖ Solid analytical and problem-solving skills with a data-driven approach.
❖ Excellent communication, coaching, and stakeholder management skills.
* Key Metrics (KPIs):
❖ Customer Satisfaction (CSAT / NPS)/ Quality measurement (QA)
❖ Training KPIs (Quality and Quantity)
❖ Accuracy of QA audits & calibration consistency
❖ Cost efficiency & productivity improvement driven by QA insights
* Benefits:
❖ Salary: very competitive package offer (discuss further in the interview)
❖ Allowance: housing allowance/ meal allowance/ flight ticket allowance
❖ Opportunity: clear career path progression