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

Shopee


Tanggal: 3 hari yang lalu
Kota: Yogyakarta, Yogyakarta
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

Untuk melamar pekerjaan ini, Anda perlu otorisasi di situs web kami. Jika Anda belum memiliki akun, silakan daftar.

Posting CV

Pekerjaan serupa

Shipper Support Supervisor (Yogyakarta)

Ninja Xpress, Yogyakarta, Yogyakarta
1 hari yang lalu
Requirements,Minimum 1 year experience in customer success . Escpecially from start up / tech companyProficiency in Microsoft Office, esp. Ms. EXCELProficiency in customer service or marketing software, e.g. Salesforce and ZendeskFocuses on identifying opportunities to improved serviceAnalyze shipper needs and requirementCustomer retention, engagement and upsellingResponsibilities,Coordinate Customer Service TeamProvide Direct Customer SupportEvaluate Team MembersSupport Process Improvement in Customer Experience Coordinate with...

Senior Partnerships Manager

THE FRESH PRODUCTS EPZ LIMITED, Yogyakarta, Yogyakarta
3 hari yang lalu
Join Hostinger and we’ll grow fast! Is there a limit to growth? Not at Hostinger.We’re constantly reaching new heights. With a team of 900 professionals, we are behind the success of over 3 million clients in 150 countries, helping them launch their e-shops, blogs, portfolios, businesses, and passion projects.Our mission: To build world-class solutions for anyone to easily succeed onlineOur...

Tentor Geografi SMA (Kota Yogyakarta)

Neo Edukasi, Yogyakarta, Yogyakarta
1 minggu yang lalu
Minimal Mahasiswa semester 2. Memiliki kepribadian yang baik. Disiplin, jujur, sopan, dan bertanggung jawab. Memiliki keilmuan dan kemampuan mengajar yang baik. Benefit Fleksibel Pengalaman mengajar Fee Menarik