Đăng nhập
Đăng ký
Mô Tả Công Việc
- Maintain and develop internal quality standards.
- Assess support interactions (calls / email / chat) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Map the need for training and onboarding programs and initiate these projects.
- Create reports that reflect agent performance.
- Some other duties as required by the Senior Manager/Director.
Yêu Cầu Công Việc
- Diploma/Bachelor’s Degree.
- 2+ years of experience in Customer Service QA (experience in the call center is a big plus).
- Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
- Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
- Desired qualities include an outgoing personality and an outstanding attendance record.
- Effective multitasking, prioritization, and time management skills.
Hình thức
Mức lương
Từ 15 đến 19 triệu
Tham khảo: 10 Dấu hiệu nhận biết hành vi lừa đảo qua tin tuyển dụng.
