Customer Service - Quality Assurance (Solo, Contract-Based)

Job Description

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

Requirements

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