Location: This is a full-time, on-site position based at the Zalo Sala Office (District 2), with working hours from 9:00 AM to 6:00 PM, Monday to Friday.
Contract: 6-month service contract
What you will do
1. Quality Monitoring (~55%)
- Evaluate sampled customer service tickets (chat and email) and hotline calls based on established QA criteria.
- Select calls for quality review based on risk indicators, such as complaints, repeated callbacks, low CSAT scores, escalations, and newly onboarded agents.
- Validate AI audit results and conduct regular calibration sessions among AI tools, QA, and Team Leaders to ensure evaluation consistency and accuracy.
- Identify recurring issues, policy violations, and potential complaint risks, and report them in a timely manner.
2. Process & Knowledge Management (~25%)
- Collaborate with the team to develop SOPs for common customer requests; maintain the knowledge base and response templates (macros) on Freshdesk.
- Update SOPs whenever there are changes to Zalo Ads products or policies.
- Develop and regularly update QA evaluation criteria based on established SOPs.
- Conduct periodic refresher training and weekly knowledge assessments to maintain and continuously improve team capabilities.
3. Coaching & Reporting (~20%)
- Provide one-on-one feedback and coaching to customer service agents and collaborators; recommend training topics based on actual quality issues identified.
- Prepare weekly and monthly quality reports covering QA scores, top recurring issues, trends, and improvement recommendations.
- Analyze key service metrics, including CSAT/DSAT and QA scores, and assess their relationship with service quality and case-handling performance.
What you will need
Must-have:
- College or university degree.
- Excellent Vietnamese listening, reading, and writing skills, with strong attention to language accuracy, communication issues, and policy compliance.
- Proficiency in Microsoft Office, particularly Excel (filtering, PivotTables, and basic formulas).
- Detail-oriented and objective, with strong interpersonal skills and the ability to deliver constructive feedback effectively.
Nice-to-have:
- Understanding of digital advertising platforms such as Zalo Ads, Facebook Ads, Google Ads, etc.
- Experience using Freshdesk, Zendesk, Salesforce, or similar ticketing/customer service systems.
- Experience developing or implementing quality assurance criteria and evaluation frameworks.
- Experience using AI tools such as ChatGPT, Claude, or similar tools at work, with an interest in automation.
- Ability to read and understand English-language documentation.
