Quality Leader (Call Center)

1. Position Overview

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 QA Lead to join our expanding team.

The Quality Leader is responsible for ensuring service quality, maintaining consistent standards, and meeting partner expectations. This role develops and executes quality strategies, leads training and coaching activities, and drives continuous improvement across the project.

2. Key Responsibilities

KPI & Quality Management (40%)

• Monitor key KPIs such as DSAT, CSAT, NPI, API, etc., and ensure they
  meet partner expectations.
• Proactively recommend solutions to improve service quality.
• Build and update processes and guidelines to enhance operational performance.

Training (15%)

• Deliver onboarding training...