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Vượng Nguyễn
Vượng Nguyễn

Quality Assurance Leader

Open to offers · Member since 15 Nov 2026
Location
Ho Chi Minh City, Vietnam
Desired salary
Unspecified
Work preference
Remote Only
Experience level
Lead

About

Professional summary

I am a Quality Assurance and Customer Operations professional with experience in quality assurance, coaching, performance management, and data-driven process improvement.

I use quality and operational data to identify performance trends, root causes, and opportunities to improve efficiency, seller outcomes, and customer experience.

I have experience developing onboarding materials, SOPs, KPI plans, dashboards, and reporting processes. My work has supported strong certification outcomes and measurable reductions in false delivery failures.

I enjoy coaching team members, helping them build confidence, improve work behaviors, and develop data-analysis capabilities. I aim to create supportive and accountable team environments where people can grow.

I also collaborate with Operations, clients, and cross-functional stakeholders to resolve issues, align improvement plans, and ensure quality initiatives support business goals.

My long-term goal is to become a people-focused leader who develops high-performing teams and contributes to sustainable company success.

Skills

24 capabilities
Business AcumenClient ManagementCoachingCommunicationContinuous ImprovementCustomer CentricityCustomer ExperienceCustomer OperationsData AnalysisInfluenceNegotiationOnboardingPerformance ManagementProblem SolvingProcess ImprovementQuality AssuranceQuality ControlRelationship BuildingReportingRoot Cause AnalysisSOP DevelopmentStakeholder ManagementTeam LeadershipTraining

Experience

Career history

Quality Assurance Leader Transcosmos Viet Nam

Led quality assurance activities and coordinated cross-team issue resolution with Operations. Managed client requests, task allocation, and QA team schedules to support operational delivery.

Set quarterly KPIs and individual development plans for team members. Coached employees on work behaviors and data analysis, built performance dashboards, and delivered daily reports to the QA Manager.

Received an Outstanding QA Performance Award in 2025. The project achieved an S ranking for three consecutive months in 2026.

Quality Assurance Transcosmos Viet Nam

Analyzed quality and performance data to identify trends and operational issues affecting efficiency, seller performance, and revenue. Presented findings to clients and management, including performance gaps, root causes, and recommended improvement actions.

Monitored and coached agents to maintain performance standards. Developed onboarding materials and SOPs that achieved a 98% certification pass rate and supported post-launch performance.

Analyzed delivery data and seller feedback to recommend call-recording and evidence standards. This reduced false delivery failures from 20% to 5% and contributed to a 20% increase in seller revenue.

Training & Quality Assurance NinjaVan Logistic

Worked in Training and Quality Assurance within a logistics environment.

Supported quality-related and training activities for operational teams.

Education

Learning history

Vietnam Aviation Academy

Bachelor's Degree, Business Administration

Bachelor's Degree in Business Administration.

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