Customer Service – Quality Assurance Specialist

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Job Description

  • Report to Quality Assurance Team Leader, you will be responsible for:
  • Perform quality assessment to all communication channels between customers and agents
  • Use quality monitoring data result to improve and maintain service performance of the agents by delivering a feedback through coaching session
  • Identify and conduct training sessions to develop and sharpen agents’ skills and abilities
  • Coordinate and facilitate calibration sessions with other departments to align on assessment
  • Prepare and analyze quality data report for management staff review
  • Involving and understanding customers’ experience

Job Requirement

  • Good English is a plus.
  • Candidate must possess at least a Bachelor’s/College Degree, any field.
  • Good grip on soft skills and customer orientation.
  • Strong analytical and listening skills. Ability to build and maintain interpersonal relationships.
  • Preferably 2-3 Years Experienced Employees specializing in Customer Service or equivalent.
  • Full-Time position(s) available.

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