Quality Assurance Specialist
7 months ago
Quality Assurance Specialist - Customer Service Team
Job Summary: As a Quality Assurance Specialist within our customer service team, you will play a crucial role in ensuring that our customers receive exceptional service and support throughout their shipping experience. You will be responsible for monitoring and assessing interactions between our customer service representatives and customers, identifying areas for improvement, and implementing strategies to enhance overall service quality.
**Responsibilities**:
Monitor Customer Interactions:
- Evaluate customer service representatives' adherence to company policies, procedures, and quality standards.
- Identify both strengths and areas for improvement in customer interactions.
Quality Evaluation:
- Develop and implement quality evaluation guidelines and criteria for customer interactions.
- Conduct comprehensive audits of customer interactions to assess accuracy, professionalism, and effectiveness of responses.
- Provide constructive feedback to customer service representatives based on evaluation results.
Performance Analysis:
- Analyze data and trends from quality evaluations to identify patterns and recurring issues.
- Collaborate with team leaders and managers to address performance gaps and implement targeted training programs.
Training and Coaching:
- Collaborate with training department to develop and deliver training modules to improve customer service representatives' skills and knowledge.
- Provide one-on-one coaching sessions to customer service representatives to enhance their communication and problem-solving abilities.
Reporting:
- Prepare regular reports on quality assessment results, highlighting trends, issues, and improvement recommendations.
- Present findings and insights to management and suggest strategies for enhancing overall customer service quality.
Process Improvement:
- Work with cross-functional teams to identify and address root causes of customer service issues.
- Propose process improvements to enhance efficiency, accuracy, and customer satisfaction.
Customer Feedback:
- Gather customer feedback and incorporate it into the quality evaluation process.
- Use customer feedback to identify areas where the customer service team can excel and areas where improvement is needed.
**Requirements**:
- Advanced skills in using Mic. Excel
- Mandarin Speaker (non-mandarin speaker also can apply)
- Experience at least 1 year
- Commit 3-4 hours per day
**Job Type**: Part-time
**Salary**: RM15.00 per hour
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