You will: • Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner. • Make recovery call for risky cases to minimize high-risk cases to drive CSAT. • Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods... [Requirements] • Proficient in English (4 skills) (Advanced level) • 1 – 3 years of experience in QA (experience in Presales is preferred) • Willing to work during Tet and holidays (with a salary up to four times the normal rate) • Customer service mindset