Quality Assurance Sampling - Operations (Solo, Contract-based)

Shopee


Tanggal: 3 minggu yang lalu
Kota: Surakarta, Central Java
Jenis kontrak: Kontraktor
Job Description

  • Check data from WFM/Regional, in order to assess the Customer Service problem solving quality based on the QA Scorecard.
  • Analyze bad ticket data from WFM/Regional that is flagged with poor Customer ServiceAT, case aging, high contact rates, or cases involving appeasement to evaluate Customer Service problem-solving quality according to QA standards.
  • Conduct mystery shopper and additional real time sampling in order to review CS Agents service quality
  • Observe the Customer Service team in real-time to identify the root causes of issues and determine the necessary support.
  • Perform calibration to ensure that all departments have a consistent understanding of the Customer Service agents' service quality.
  • Provide regular coaching to Customer Service agents to maintain and improve their service quality.

Requirements

  • Min. Bachelor Degree in any major.
  • Min. 2 years of working experience in Customer Service as: Agent/QA/TL at Ecommerce or any industry.
  • Familiar with Microsoft Excel or Google Spreadsheets.
  • Fluent in English is a plus.
  • Able to work in fast paced environment and adaptive to quality improvement process; able to prioritize task and manage time effectively.
  • Uphold integrity, attention to details, able to provide effective solutions and helpful accuracy explanations
  • Have a good understanding of KPI Target.
  • Strong listening skills, good verbal communication, and clear public speaking abilities.
  • Able to perform coaching, counseling as well as provide meaningful insights related CS Quality.

Cara melamar

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