Management Quality Assurance Analyst/Trainer

Vietnam / Human Resources


The Quality Assurance/Trainer Position is to provide oversight, develop, implement, and maintains technical quality assurance and control systems and activities for the Customer Support Advocate environment. He or she will also be responsible as the primary facilitator of general knowledge transfer within the team and will proactively identify training requirements for the team. This person is responsible for delivering a wide variety of trainings (orientation, soft skills, job skills, general work skills – time and case management, and tools and applications) to the Team.


  • Defines and specifies the implementation of standards, methods, and procedures for inspecting, testing, and evaluating the precision, accuracy, and reliability of procedures and activities which can include standard procedures (e.g., ISO certifications), quality audits/review and methods
  • Assists the Account Manager and Team Managers in gathering and analyzing data
  • Identify gaps in delivery of quality metrics, identifies opportunities for improvement and implements these plans within the team to improve the meeting of SLA’s and IR goals/targets
  • Develops and evaluates effectiveness of personnel to ensure the efficient operation of the function
  • Support of quality system data analysis and metrics for KPIs and other reportable forums
  • Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
  • Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
  • Assist efforts to educate Customer support advocate staff on the latest tools, products, and applications to achieve high-quality service
  • Responsible for monitoring and reporting to the management team any performance issues
  • Develops, organizes and delivers operational trainings for department need including refresher trainings, formal job-specific trainings and improvement sessions for current employees
  • Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
  • Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
  • Review client feedback to identify areas in need of improvement and provide coaching to improve quality
  • Identify and document best of breed practices to ensure uniform delivery of service excellence across teams
  • Proactively assess and identify training needs
  • Design and update training materials
  • Evaluate the effectiveness of delivered sessions
  • Use a variety of instructional methods to ensure maximum delivery effectiveness
  • Remain well versed in customer support and team Management policies, procedures, standards and documentation
  • Protect confidential and sensitive information and materials
  • Comply with specific or ad-hoc tasks
  • Assists and supports employees in the development for each position
  • Additional duties as assigned

Skills and Competencies

  • Proficiency with MS applications Outlook, Word, Excel, Project, PowerPoint, One Note, Skype, MSSolve
  • Experience with SQL, Share point, Azure, and Microsoft Exchange
  • Ability to learn additional software applications as need arises
  • Strong written and oral communication skills required
  • Experience in Root Cause Analysis techniques
  • Ability to support on the floor QA activities
  • Excellent presentation and communication skills
  • Strong Customer Service Focus
  • Adult learning skills
  • Capable of managing own time and workload
  • Flexible and proactive
  • Team player and collaboration focused
  • Very good organizational and planning skills
  • Analytical problem solving and troubleshooting skills
  • Very good mentoring/coaching skills
  • Committed to self-development and the subsequent development of others
  • ISO Certification Experience Preferred
  • Previous instructional design training experience is considered an advantage
  • Excellent communication in English (both speaking and written)

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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