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Quality Assurance - Operations (Jogja, Contract Based)

Company

Shopee
Address Yogyakarta, Indonesia
Employment type CONTRACTOR
Salary
Category Teknologi, Informasi, dan Internet
Expires 2023-10-04
Posted at 8 months ago
Job Description


  • Understand the key drivers of customer satisfaction, identify opportunities, and determine strategies to improve overall service.
  • Responsible to observe the Customer Service Agent in order to find the root cause of finding and give the support needed.
  • Perform analysis on quality errors, present research to gain acceptance, plan and execute quality improvement actions based on the Quality Assurance Scorecard.
  • Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
  • Conduct additional real-time sampling in order to review Customer Service Agents' service quality.
  • Provide regular coaching for Customer Service Agents, in order to maintain and improve the service quality.


Requirements


  • Exposure to a strong customer-oriented environment & must be quality service oriented.
  • Ability to work in a fast-paced and dynamic environment
  • At least 1.5 - 2 year of working experience in Customer Service as Quality Assurance (Team Lead is welcome to apply)
  • Min. Bachelor's Degree in any major
  • Self-starter with a strong sense of curiosity.
  • Critical thinking and problem-solving skills.
  • Good team player with a positive attitude and a strong sense of integrity and responsibility.
  • Willing to work from the office (Jogja) with a 6-month contract
  • Familiar with Microsoft Excel or Google Spreadsheets