Shinhan Bank Vietnam

QUALITY ASSURANCE SPECIALIST

Ho Chi Minh City, Vietnam · On site · Mid level

• Conduct regular QA monitoring and quality assessments across Voice, Omni Chat and other customer service channels. • Evaluate agent performance against defined QA criteria, Work Standards, SOPs and service standards. • Identify quality gaps, recurring errors and potential compliance risks. • Analyze QA results and provide root-cause analysis and improvement recommendations. • Prepare periodic QA reports, quality trends and management insights. • Coordinate with Team Leaders and relevant teams on corrective actions and follow-up. • Support the development and continuous improvement of QA criteria, scorecards and quality monitoring methodology. • Conduct calibration sessions to ensure consistency in quality assessment. • Provide feedback and coaching recommendations based on QA findings. • Support QMS and customer experience improvement initiatives.
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