Report & QA Leader

* MISSION/ SUMMARY:
- Develop and implement a comprehensive QA framework to ensure consistent customer service quality across all channels.
- Design and maintain advanced reporting systems to provide actionable insights into customer service performance and customer experience trends.
- Drive initiatives that continuously improve customer satisfaction and reduce service delivery issues.
* QA:
* RESPONSIBILITIES:
- Implement QA all complaint, order & inquiry cases.
- Create plan for the QA process and report.
- Assess the CS/CX team&039;s effectiveness.
* Reporting & KPI:
- Keep management informed on issues and problems.
- Monitor and document daily, weekly, and monthly summaries and specifics for each region.
- Utilize important measures to gauge performance.
* Training & building SOPs/ SLAs/ FAQs:
- Make plans and deploy training to teach new hires and enhance the abilities of current CS/CX staffs.
- Develop and enhance the CS/CX team&039;s SOPs/ SLAs/ FAQs.
- Assess staff competencies and offer suggestions for enhancing operations.
* Other Activities:
- Plan CX activities with manager.
- Lead the QA and reporting team to guarantee that all reports are completed on time.
- Additional tasks as delegated by manager.
- Analyze rivals and provide the keys.

- REQUIRED BACKGROUND & ATTITUDE:
- Language: Good English
- Education: Bachalor’s degree required
- Office skills: With good skill at Microsoft office, especially Excel – Power BI – Power Point
- Attitude: Test and learn spirit. Empowered. Need to be passionate by the mission.
+ Attention to detail
+ Familiar with CS- CX offline and online (chatbox/livechat/ fanpage management is a plus)
+ Familiar with skills relating CRM systems as a plus
+ Performance oriented
+ Bachelor’s degree required
+ Proficient in using Power BI, Microsoft Office (Excel, Power point, Word)
- KNOWLEDGE & EXPERIENCE:
- Knowledge:
+ CRM Systems
+ Customer Service/ Customer Experiences
- Experience: 2- 5 years
+ CS- CX in FMCG/Retail/Ecommerce
+ QA & Report

- Khám sức khỏe định kỳ hàng năm
- Thu nhập bao gồm lương cơ bản và phụ cấp cơm trưa
- Bảo hiểm theo Luật Lao Động: Bảo hiểm Y tế, Bảo hiểm Xã hội, Bảo hiểm Thất nghiệp
- Thưởng theo quy định của công ty
- Được đào tạo trong môi trường chuyên nghiệp và định hướng phát triển lên những vị trí cao hơn
- Bảo hiểm Tai nạn 24/24
- 15 ngày phép năm, 1.5 ngày nghỉ ca/tuần
- Ưu đãi mua sắm tại hệ thống siêu thị Big C Việt Nam

Cập nhật gần nhất lúc: 2024-08-30 23:55:02