Senior Quality Analyst
Hà Nội
Application deadline:
07/11/2026
About This Job
Trách nhiệm chính
- Drive adherence to the quality management framework and system.
- Plan and conduct comprehensive quality audits.
- Anticipate key stakeholder and customer requirements.
- Serve as the primary point of contact for data gathering and analysis requests from business leaders.
- Collaborate with stakeholders to create data-driven and actionable recommendations.
- Act as the Voice of the Customer when driving customer excellence practices.
- Perform in-depth analysis of quality and performance data.
- Identify gaps and opportunities for improvement.
- Identify customer-impacting, process compliance, and operational deficiency issues.
- Participate in monthly business reviews, client reviews, and corrective action discussions.
- Provide frontline staff with quality evaluation feedback and coaching as needed.
- Identify and document best practices and quality processes for customer experience and operational excellence.
- Promote uniform service delivery through consistent quality processes and best practices.
- Serve as Process Champion for process improvement and quality framework audits.
- Provide feedback on improvement opportunities and efficiency gains.
- Drive results through cross-functional collaboration and continuous improvement initiatives.
Yêu cầu
- Bachelor’s degree or equivalent experience in Engineering, Business Administration, Quality, or a relevant field.
- Professional fluency in both written and spoken English.
- At least 1 year of experience in a customer support or call center environment.
- 1–2+ years of experience as a Quality Analyst.
- Proven ability to drive results in cross-functional teams.
- Experience leading both local and global continuous improvement projects.
- Excellent multitasking and organisational skills.
- Strong attention to detail.
- Proficiency with Excel, PowerPoint, and other office productivity applications.
- Self-motivated and able to adapt quickly as situations change.
Thông tin khác
- Full‑time position.
- Location: 16th Floor, East Tower, Lotte Center, 54 Lieu Giai, Ba Dinh, Hanoi, Vietnam.