Customer Service Quality Assurance

Quality Monitoring and Evaluation:

Ensure all customer interactions comply with relevant regulations and company policies.
Assess communication for accuracy, professionalism, and compliance with company policies and standard
Identify training or coaching needs and opportunities for process improvements based on evaluation results.
Monitor and evaluate customer interactions ( emails, chat, etc.) to ensure adherence to quality standards.
Maintain accurate and up- to- date records of quality assessments and feedback provided.

Reporting and Feedback:

Prepare and present regular quality reports to management, highlighting trends, insights, and areas for improvement.
Provide detailed feedback to Customer Success team members on their performance throughout QA score

Process Improvement:

Collaborate with the Customer Success Manager to develop and implement quality improvement initiatives and CS workflow (if any)
Work with cross- functional teams to enhance processes and tools that support customer interactions.
Conduct root cause analysis for identified quality issues and recommend corrective actions.

Training and Coaching:

Support to coach team members to ensure consistent quality in customer interactions and product knowledge
Create and update training materials, including manuals, guidelines, and best practice documents.

You Have...

English: Advanced level
3+ years of Customer Success Agents experience or 1+ year of QA experience
Knowledge of tools, concepts, and methodologies of QA
Implementation of corrective action programs experience
Bachelor&039;s degree preferred (Bachelor of Management of Quality, Business Administration, Economics...)
Solid knowledge in effective usage of data analysis tools and statistical analysis
Strong computer skills including Microsoft Office, QA applications, and databases

Plus points

Product or industry- related experience
Quality inspection or auditing experience

We offer

Performance review and competency evaluation: 2 times per year.
Training program: ensure to cover product training for all newbie and other training programs according to the Company’s policy
Holiday bonus & Company trip
Annual leaves: 12 days per year
Annual performance bonus & 13th – month salary: up to 3- month salary (based on your devotion and business efficiency)
Lunch meal + Parking fees provided.
Salary range: Negotiate
Treatment: annual health check- up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,...
Remote working days: 12 days per year

Why you’ll love working here

Learn product- thinking and customer- centric mindset.
Clear & Scientific Agile Framework on the whole company workflow & culture.
Young and passionate colleagues
Collaborative and supportive environment
Join a dynamic team to design and develop high- performance E- commerce products. Take on ambitious and challenging objectives by contributing to groundbreaking business models in the market.
Professional and creative office view
Flexible working time:
Morning: 8:00 am- 12:00 pm (check in from 8:00 am to 8:45 am)
Afternoon: 1:00 pm- 5:45 pm (check out from 5:00 pm to 5:45 pm)

Cập nhật gần nhất lúc: 2024-07-07 22:25:03