Customer Success Quality Assurance

You’ll do
Quality Monitoring and Evaluation:

Assess communication for accuracy, professionalism, and compliance with company policies and standard
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.
Maintain accurate and up- to- date records of quality assessments and feedback provided.

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:

Collaborate with the Customer Success Manager to develop and implement quality improvement initiatives and CS workflow (if any)
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.

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

You Have...

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

Plus points:

Product or industry- related experience
Quality inspection or auditing experience

We offer

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

Why you’ll love working here

Professional and creative office view
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.
Clear & Scientific Agile Framework on the whole company workflow & culture.
Learn product- thinking and customer- centric mindset.
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: 2024-12-26 12:20:02