I. Job Responsibilities
- Manage relationships and operational efficiency of BPO partners.
- Serve as the primary point of contact between Customer Service and outsourcing partners.
- Manage the portfolio of tasks permitted to be outsourced, scope of handling and escalation rules.
- Monitor SLA, service quality, capacity and ramp-up progress of partners.
- Coordinate deployment, scaling up/down of partners according to plans and actual needs.
- Monitor contingency plans when partners are slow to ramp or fail to meet capacity.
- Control compliance with access scope and data security requirements of partners.
- Build unified QA framework for the entire center.
- Organize quality assessment of conversations for internal staff, contractors and partners.
- Build quality checklists/scoring, sampling and feedback mechanisms.
- Analyze errors by root cause groups: business, communication, process, compliance and system.
- Track recurring errors, build action plans and coordinate with Operations/Training for improvement.
- Report quality trends and early warning of issues affecting CSAT/SLA.
- Ensure independence of QA activities from the operations line being assessed.
KPI/Reference Output Results
- Partner SLA
- BPO quality and error rate
- Center-wide QA score
- Recurring error rate
- Post-QA correction rate
- CSAT and quality-related complaints
- BPO capacity utilization efficiency
II. Requirements
- Graduate of Associate Degree or Bachelor's degree in related fields.
- 2–3 years of experience in QA/QC, Customer Service, Contact Center, BPO/Vendor Management or service operations.
- Experience in managing/assessing customer service quality or working with BPO partners is an advantage.
- Understand metrics such as SLA, QA, CSAT, AHT, Capacity and have the ability to track and analyze data.
- Able to build checklists, assess quality, analyze errors and track improvement plans.
- Proficient in Excel/Google Sheets; knowledge of Power BI is an advantage.
- Good communication, coordination and partner management skills.
- Proactive mindset, careful, objective and able to handle issues.
III. Benefits
1. Salary:
- Base salary: negotiable
- Lunch allowance: 500,000 VND
- Competitive performance bonus based on work results
2. Insurance:
- Health insurance and social insurance as per state regulations
- Health insurance package for Department Head level
3. Other benefits:
- Charitable contributions as per company policy
- Leave policy: Annual leave, seniority leave as per regulations
- 13th month salary, bonuses (gifts/cash) on holidays and special occasions as per company policy
- Annual activity programs by position level
- Support for activities: Culture, sports, travel, teambuilding as per annual program
- Direct ownership of strategic partner relationships with significant impact on VietCredit's growth.
- Pioneer role in the embedded lending sector in Vietnam, working with leading digital platforms.
