I. Benefits:
● Salary Range (Gross): 15-17M/month
● Probation period: 2 months at 85% of the official salary. During this time, you will also take part in Softel Solutions’ professional training program.
● The training programs at the beginning are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
● 100% of Customers are in the US, and the company environment uses and improves English well.
● The company is fully equipped with office equipment and lockers, so employees do not need to bring personal
items such as laptops or headphones to work. In addition, the company also has health supplements for night
shift employees such as functional foods, imported fresh fruits, convenience foods, tea, cakes, instant coffee, roasted/ground coffee/ beans, coffee and tea maker, microwave, refrigerator,…
● Working with major carriers in the US. Benefits for Official Employees:
● 12 annual leave days(Unused leave days will be compensated in the December payroll).
● 11 public holidays based on regulations.
● Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) startsimmediately aftersigning the official
labor contract, along with participation in the company’s exciting internal activities.
● Receive union benefitssuch as: Representative’s birthday, International Women’s Day, Funeralsupport money,sick
visits, maternity support,…
● Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement.
● Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
● Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure. Join us and be part of a dynamic and winning team where your career growth matters!

II. Job Description:
● Maintain and develop internal quality standards.
● Assesssupport interactions (calls / email / chat) based on established quality standards.
● Accompany evaluations with meaningful and constructive feedback.
● Discuss and explain feedback with agents in regular meetings.
● Analyze all customerservice metrics(e.g. CSAT, FRT, IQS) and how the team performance affectsthose KPIs.
● Participate in calibration sessionsto maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these projects.
● Create reportsthat reflect agent performance.
● Some other duties as required by the Senior Manager/Director. Working Location:
● HCMC Office: Mộc Gia Building, 92 Yen The, Ward 2, Tân Bình District, HCMC (OPENING)

III. Requirements:
● Diploma/Bachelor’s Degree.
● 2+ years of experience in Customer Service QA (experience in the call center is a big plus).
● Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
● Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
● Desired qualities include an outgoing personality and an outstanding