Job Description

• 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
• Provide support on the analysis of contact reasons by the customers.
• Perform competitor analysis to gauge the competitor's customer response skill and provide an improvement on internal/external processes accordingly.
• Perform other related duties as assigned.

Job Requirements

• Bachelor's degree or above (Preferrable)
• Minimum 1 year of working experience in Service Quality or call centre. Longer working experience is an advantage.
• Excellent communication skills in Mandarin and English is A MUST
• Possess an advanced knowledge of computer-based applications such as Microsoft Office or Google suite
• Excellent in data analysis, presentation, and dealing with complexity
• Ability to work independently and in a team environment
• Ability to understand and execute complex written and verbal instructions
• Able to deliver excellent customer service, externally and internally
• Flexibility, proactive and perseverance
• A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required
• Globally-minded and comfortable working with people from a different cultural background and in different time zones
• If there is a request, ability to work on 24/7 rotating roster in the selected date. 

Company Benefits

Additional Info