Lead and drive the improvement of customer service team’s quality metrics i.e. Customer satisfaction score, %First contact resolution, etc via quality audit, CSAT tagging, observing (on-the-ground) or review data sampling to validate effectiveness of agents & operation to identify opportunities and determine strategies to improve overall service experience
Drive effective agent training (onboarding, training roadmap) and coaching framework
Supervise Quality assurance and Training team
Initiate plans for preventive and corrective actions for agents across all channels, providing feedback to other teams: internal CS, and external CS for continuous service quality improvement
Work with outsourced vendor partners to drive overall quality performance
Work closely with the regional team to ensure quality strategy alignment
Requirements
3 years+ experience in the area of Service Quality/Customer Experience/Quality Auditor/Quality Inpection, preferably in a technology/e-commerce environment
Customer service orientation, with sound judgment and dedication to providing exceptional service quality
Strong data-driven analytical skills and structured problem solving
Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to operation team
Strong leadership, resilience to work under tight deadlines and under pressure
High level of discretion, confidentiality, and ethics
Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
Must adapt well to change and successfully set and adjust priorities as needed;
Learn fast, act fast with strong attention to detail and accuracy
Skills
Quality Assurance
Analytical Skills
Customer Experience
Functions
Customer Service
Job Overview
Job Type:
Full-Time
Company
Shopee
194 active jobs
Industry:
Consumer Goods, Retail & E-Commerce
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