Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the E-commerce’s Hotline platform. This position will help preserve 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 - Auditing Hotline for Customer Service department . - Conduct Strategic Training to all CS. - 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 adhoc duty assigned by QSM - Working closely with Dispute Manager and all other external management to ensure quality in satisfaction rate and Soft skills.
Minimum education of Diploma 1 to 3 years of progressive work experience in Quality Assurance/Auditing, Call Centre, or Customer Service preferred Managed customer care experience
51 TAI SENG AVENUE PIXEL RED, 533941