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

Shopee


Tanggal: 6 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

Edukator Agama Kristen (SD Tumbuh 3 Kraton)

Sekolah Tumbuh, Yogyakarta, Yogyakarta
1 minggu yang lalu
Diutamakan lulusan S1 Pend. Agama Kristen Terbuka untuk jurusan lainnya dengan pengalaman mengajar Terbuka untuk fresh graduate Berwawasan inklusif Berpikir terbuka, kreatif, dan dinamis Senang mengajar dan menyukai anak-anak Mampu bekerja sama dan berkomunikasi secara positif Diutamakan berdomisili di Yogyakarta

Butler | Exclusive Collection (M/W) Club Med Resort Indonesia or overseas

Club Med, Yogyakarta, Yogyakarta
2 minggu yang lalu
Do you know Club Med?We have nearly 70 resorts, open summer and winter, in 26 countries. We offer top-of-the-range vacations in the mountains and by the sea. Our customers are looking for happiness and freedom.Why are you reading this ad? Because you want to be part of that little something extra that makes us different. You have the human and...

Accounting

Aneka Jaya Swalayan, Yogyakarta, Yogyakarta
2 minggu yang lalu
Laki-laki/Perempuan Pendidikan minimal S1 akuntansi Pengalaman 1 tahun dibidangnya Minimal usia 25 tahun Kemampuan berkomunikasi yang baik Dapat bekerja sama dengan tim Jujur, disiplin, dan bertanggung jawab Mempunyai inisiatif dan niat bekerja yang tinggi Bersedia bekerja shift Dapat mengoperasikan perangkat komputer dengan lancar Diutamakan dapat mengendarai mobil dan memiliki SIM A dan SIM C