Report & QA Leader [Trưởng nhóm QA & Báo cáo]

* MISSION/ SUMMARY:
- 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.
- Develop and implement a comprehensive QA framework to ensure consistent customer service quality across all channels.
* RESPONSIBILITIES:
* QA:
- 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:
- Monitor and document daily, weekly, and monthly summaries and specifics for each region.
- Utilize important measures to gauge performance.
- Keep management informed on issues and problems.
* Training & building SOPs/ SLAs/ FAQs:
- Assess staff competencies and offer suggestions for enhancing operations.
- Develop and enhance the CS/CX team&039;s SOPs/ SLAs/ FAQs.
- Make plans and deploy training to teach new hires and enhance the abilities of current CS/CX staffs.
* Other Activities:
- Additional tasks as delegated by manager.
- Plan CX activities with manager.
- Analyze rivals and provide the keys.
- Lead the QA and reporting team to guarantee that all reports are completed on time.

REQUIRED BACKGROUND & ATTITUDE:
- 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.
- Education: Bachalor’s degree required
- Language: Good English
COMPETENCIES:
+ Attention to detail
+ Proficient in using Power BI, Microsoft Office (Excel, Power point, Word)
+ Performance oriented
+ Familiar with CS- CX offline and online (chatbox/livechat/ fanpage management is a plus)
+ Bachelor’s degree required
+ Familiar with skills relating CRM systems as a plus
KNOWLEDGE & EXPERIENCE:
- Knowledge:
+ Customer Service/ Customer Experiences
+ CRM Systems
- Experience: 2- 5 years
+ CS- CX in FMCG/Retail/Ecommerce
+ QA & Report

Laptop, Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-09-05 20:00:02