Customer Success Quality Assurance

Quality Monitoring and Evaluation:

Assess communication for accuracy, professionalism, and compliance with company policies and standard
Maintain accurate and up- to- date records of quality assessments and feedback provided.
Ensure all customer interactions comply with relevant regulations and company policies.
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.

Reporting and Feedback:

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

Process Improvement:

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

Training and Coaching:

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

English: Advanced level
Implementation of corrective action programs experience
1+ years of Customer Success Agents experience or 1+ year of QA 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
Knowledge of tools, concepts, and methodologies of QA

Plus points:

Quality inspection or auditing experience
Product or industry- related experience

We offer

Annual leaves: 12 days per year
Remote working days: 12 days 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
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,...
Performance review and competency evaluation: 2 times per year.
Annual performance bonus & 13th – month salary: up to 3- month salary (based on your devotion and business efficiency)

Why you’ll love working here

Learn product- thinking and customer- centric mindset.
Clear & Scientific Agile Framework on the whole company workflow & culture.
Professional and creative office view
Collaborative and supportive environment
Young and passionate colleagues
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.
Flexible working time:
Afternoon: 1:00 pm- 5:45 pm (check out from 5:00 pm to 5:45 pm)
Morning: 8:00 am- 12:00 pm (check in from 8:00 am to 8:45 am)

Cập nhật gần nhất lúc: 2024-08-23 03:10:02