Lead Quality Assurance and Training

Job Description

• 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