HCM - CS Quality Assurance & Analysis Specialist

Báo lỗi

☞ CÔNG TY CỔ PHẦN MAISON RETAIL MANAGEMENT INTERNATIONAL

Lượt xem: 122

Ngày cập nhật: 14-04-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Tư vấn - Chăm sóc khách hàng Quản lý chất lượng (QA/QC)

Vị trí: Nhân viên

Mức lương: Cạnh tranh

Trình độ: Cao đẳng

Giới tính: Nam / Nữ

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Mô tả công việc

- Build scripts for all scenario of calls / emails / chat with customers to ensure highest standards of service

- Build QA checklist for evaluation of CS agents against standards of service

- Run internal QA and assessment of CS agents through the review of sample conversations (calls, emails, chats)

- Build reporting templates and monitor CS performance at agent and team levels

- Build training materials for CS agents to improve skills in line with standards of service

- Lead the training / coaching / mentoring of CS agents to improve skills in line with the standards of service

- Measure and analyze improvement of CS agents and CS metrics and bring recommendations to CS manager

- Bring strategic ideas to improve standards of service and support KPIs

- Systematically improve policies, scripts, training materials to deliver the best quality of service.

- Analyze all customer service metrics (e.g. CSAT, FRT,...) and how the support team’s performance affects those KPIs;

- Report the support team’s performance to the Manager.

Yêu cầu công việc

- Hands-on at least 2-year experience in quality assurance;

- Good at Office skills such as excel, work, power point.

- Experience in the customer service space;

- Proven track record of analytical skills;

- Great people skills and ability to communicate (negative) feedback;

- Good organizational skills, knowledgeable in goal-setting practices;

- Examples of data visualization abilities and understanding of support metrics;

- Perception of basic business metrics and how support impacts those;

- Problem-solving capabilities to create meaningful strategies to improve support quality.

Thông tin liên hệ

Liên hệ: Phòng Tuyển dụng

Địa chỉ: 189 Dương Bá Trạc, Phường 1 , Quận 8 , Hồ Chí Minh , Viet Nam

Hạn nộp: 14-05-2024

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