Customer Experience QA Analyst

**About Klook**

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - **P**ush boundaries, **A**sk for and give feedback, **T**ake ownership, and **H**elp each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

**What you’ll do**:

- Regular monitoring of performance and the compliance to the company standards and policies by the agents.
- Facilitate the definition of in-house quality procedures, standards, and specifications, and perform coaching sessions to improve customer service quality
- Assessing customer requirements and ensuring that these are met.
- Prepare regular management and technical reports, and provide suggestions for improvement based on analysis of data.
- Identify opportunity for improvement of QA workflow, work efficiency, work quality and work innovation, and act as a catalyst for change
- Monitor and analyse the data on CSAT and NPS, familiar in any form of scorecards
- Provide support on the analysis of contact reasons by the customers.
- Perform other related duties as assigned.

**What you'll need**:

- Bachelor Degree qualification and above
- Minimum 1 year of working experience in Service Quality or call centre
- Proficient in both Chinese Mandarin and English (both verbal and written)
- Able to work shifts (including weekends, public holidays, overnight)
- Excellent in data analysis, presentation, and dealing with complexity
- Ability to understand and execute complex written and verbal instructions
- Able to deliver excellent customer service, externally and internally
- Flexibility, proactive and perseverance
- Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs._
- Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes._
- An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing._