Tiếng Việt
English
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Salary:25 - 28 Million VNĐ
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Experience:1 - 2 year(s)
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Job type:Permanent
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Level:Team Leader / Supervisor
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Work location:
Job Description
Policy Expertise & Escalation Management
- Act as the primary subject matter expert (SME) for all policy-related inquiries and complex case escalations from moderators and Team Leaders.
- Conduct in-depth reviews and resolve high-risk or sensitive moderation cases that require advanced cultural and policy context.
- Escalate policy ambiguities and emerging operational risks to relevant stakeholders to ensure continuous process improvement.
Quality & Operational Excellence
- Drive quality improvement initiatives by identifying recurring errors, policy gaps, and training needs.
- Conduct regular case reviews to mentor moderators, ensuring accuracy, consistency, and alignment with global standards.
- Support Team Leaders in achieving operational KPIs, including quality targets, productivity benchmarks, and SLA adherence.
Cross-functional Collaboration
- Collaborate closely with QA, Training, and Operations teams to ensure seamless policy alignment and process optimization.
- Monitor daily operational trends and provide actionable insights to management to mitigate potential risks or process failures.
Job Requirement
Education & Qualifications
- Bachelor’s or Associate’s degree from an accredited institution.
Experience & Knowledge
- 1–2 years of relevant working experience, preferably in BPO or a high-paced operations environment.
- Strong understanding of the cultural and linguistic context of Chinese-speaking markets.
Skills & Competencies
- Fluent proficiency in Chinese Mandarin (oral and written) is mandatory.
- Excellent communication and storytelling skills, capable of bridging technical teams and business stakeholders.
- Strong analytical mindset with a passion for creative problem-solving.
Personality & Attitude
- Ability to motivate teams and drive collective performance toward organizational goals.
- Highly flexible with a willingness to work in a 24/7 rotating shift environment.
- Detail-oriented, proactive, and resilient under pressure.
- 5. Working Conditions
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HR1Vietnam Holdings
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Company size:100 - 499
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Address:Lầu 8, tòa nhà số 28-34 Pasteur, Phường Sài Gòn, TP.Hồ Chí Minh, Hồ Chí Minh
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Website:www.hr1vietnam.com
HR1Vietnam Holdings has over 12 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.
HR1Vietnam Holdings with more than 100 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.
HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.
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