About the role
Location: 10th Floor, Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh
Working Time: 6 days/week, 6am – 9pm
Working Date: 9 hours (8hrs working + 1 hrs break)
Language Proficiency: English
About the job
The Role The QA cum Trainer is responsible for ensuring service and operational quality while designing and delivering training programs to improve team performance and adherence to established processes and standards. This role combines Quality Assurance, Training, Coaching, and Process Improvement, with a strong focus on identifying performance gaps, translating QA findings into actionable training programs, and continuously improving team quality and productivity.
Duties and Responsibilities
A. Quality Assurance
- Conduct regular quality audits and evaluate team performance against defined quality standards and KPIs.
- Maintain accurate QA records, scorecards, and performance reports.
- Identify recurring errors, trends, root causes, and areas for improvement.
- Provide constructive and actionable feedback to team members.
- Work closely with Operations and relevant stakeholders to implement corrective and preventive actions.
- Ensure compliance with SOPs, workflows, policies, and quality standards.
- Participate in calibration sessions to ensure consistency and alignment in quality evaluation.
B. Training & Development
- Design and deliver onboarding, refresher, process, product, and quality training programs.
- Develop training materials, presentations, SOPs, job aids, assessments, and learning resources.
- Conduct training sessions for new hires and existing employees.
- Identify individual and team training needs based on QA results and performance data.
- Provide coaching and targeted training for employees with recurring performance gaps.
- Track training effectiveness and recommend improvements based on post-training performance.
Hiring Requirements
- 2–4+ years of experience in Quality Assurance, Training, Operations, Customer Experience, or a related field.
- Previous experience in both QA and training/coaching is highly preferred.
- Strong understanding of QA methodologies, scorecards, calibration, root-cause analysis, and performance management.
- Proven experience delivering training to individuals or groups.
- Strong presentation, facilitation, and communication skills.
- Ability to analyze data and identify trends and performance gaps.
- Strong documentation and process-oriented skills.
- Good understanding of SOPs, workflows, and operational processes.
- Ability to work independently while collaborating effectively with cross functional teams.
Benefits
- Competitive salary and performance-based bonus.
- 13th-month salary & 100% salary during probation + 14 annual leave days
- Full social, health, and Aon health insurance
- Lunch and parking support
- Clear career path and growth opportunities in a professional, dynamic environment
- Opportunity to work with top industry experts and talented colleagues
- Transparent, trustworthy, and inspiring workplace culture
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