$ 2100 - $ 2600
Under general direction, this candidate is responsible for supporting total quality methods, processes, and procedures for on-site live chat. This position plays an integral role in upholding service excellence through monitoring and assessing customer interactions of Customer Service department; documenting agent performance strengths and weaknesses; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals. Responsibilities - Conduct live chat transcript audit for Customer Service department. - Identify training needs and conduct strategic training to CS agents. - Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters. - Works with Quality Leadership to continually define Quality Assurance guidelines. - Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards. - Offers suggestions for process improvement to foster exceptional customer experience. - Assists with the creation and updating of procedure/training manuals. - Maintains overall objectivity in supporting consistent other ad-hoc duty assigned by QSM - Working closely with Dispute Manager and all other external management to ensure quality in satisfaction rate and Soft skills.
- 1 to 3 years of progressive work experience in Quality Assurance/Auditing, Call Centre, or Customer Service. - Fluent speaking and written(typing) of both English and Chinese in order to liaise with Chinese speaking associates. - Good communication and planning skills. - Possesses initiatives and creativity to drive process improvements - Proven track record of managing a customer experience/ care team is not a must but advantageous.