QA Manager

Job Purpose

Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented Quality Manager.

The Quality Manager plays a key role in ensuring that all services consistently meet internal and external quality standards. This position is responsible for developing, implementing, and monitoring quality management strategies, policies, and procedures that ensure compliance with client expectations, operational requirements, and company standards.

Key Responsibilities

• Oversee and drive key quality performance indicators (DSAT, CSAT, NPIs, APIs, etc.), adjusting as needed to align with market trends and partner expectations.
• Monitor and ensure KPIs consistently meet or exceed targets.
• Proactively identify areas for improvement and implement corrective measures to enhance service quality.
• Develop and optimize procedures that strengthen project performance and customer experience.

2. Training & Development (20%)

• Conduct onboarding training covering company culture, policies, and project-specific guidelines.
• Deliver training programs focused on production, product knowledge, and soft skills.
• Ensure high training completion and passing rates for new hires.
• Create, update, and maintain training materials to reflect process or product changes.
• Ensure all staff receive timely updates on new procedures, tools, or products.

3. Coaching & Quality Improvement (20%)

• Collaborate with the Operations team to design and execute effective coaching programs.
• Ensure coaching sessions meet quality and frequency standards.
• Monitor progress and ensure all agents achieve expected performance improvement outcomes.

4. Team & Process Management (10%)

• Supervise the Quality Assurance (QA) and Training team, ensuring clarity on KPIs, quality metrics, and project objectives.
• Develop and implement quality assessment frameworks for the project.
• Ensure full compliance with company policies and procedures.
• Participate in recruitment, onboarding, and performance evaluation of QA team members.
• Oversee team budgeting and cost management.

5. Reporting & Analysis (10%)

• Report directly to the Senior Operations Manager.
• Analyze quality performance data to identify root causes and create actionable improvement plans.
• Prepare and deliver detailed quality reports on a weekly, monthly, quarterly, and annual basis.

6. Cross-department Collaboration (10%)

• Work closely with the Operations team to manage turnover rates and improve retention.
• Partner with other departments to execute initiatives that enhance team performance and service quality.
• Perform additional tasks as assigned by the line manager.

Skills & Qualifications

Bachelor’s degree or higher in a relevant field.

• Minimum of 3 years’ experience in a call center environment as a Quality Manager experience in transportation, e-commerce, or retail is highly preferred.
• Experience working with global or multinational companies is an advantage.
• Strong leadership, organizational, and team management skills.
• Excellent communication, analytical, and presentation skills.
• Adaptive and proactive with high attention to detail.
• Ability to work independently and collaboratively across departments.
• Fluent in English (both written and spoken).

Reporting Line

Reports to: Senior Operations Manager

Working Schedule

Monday to Saturday, 08:30 17:30

Operation available 24/7, 365 days (shift support as required)

Benefits

• Full participation in social insurance, health insurance, unemployment insurance, and trade union benefits as per Vietnam Labor Law.
• Access to soft skills training and career advancement opportunities.
• Performance-based KPI evaluation and project bonuses.
• Holiday gifts or bonuses on March 8, October 20, April 30, January 1, and May 1.
• Participation in team-building activities and company events.

Indicators HR Cost Management Management Skills Outsourcing Team Performance Turnover Operations Clarity Analysis Collaboration Compliance Recruitment Quality Management ROOT Assurance Training Programs Presentation Skills Product Knowledge Soft Skills New Hires Customer Experience Participation Onboarding E-commerce Metrics Transportation Attention To Detail Retail Coaching Insurance Quality Assurance Team Management Budgeting Materials Design Business English Leadership Training Communication Management