Job Description:
- Monitor weekly/monthly trends of service quality driven metrics and top failures at the service agent or organizational level.
- Collect primary and secondary data and analyze for notable trends and opportunities to improve customer service quality and satisfaction
- Perform deep analysis of customer complaints/disatisfaction to extract actionable insight
- Identify customer service agent's key behaviors and defects that drive or reduce quality of service and customer satisfaction.
- Detects broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relavant parties
- Prepare reports to synthesize findings, generate insights , defects and trend data, towards qualtity standard goals and recommendations for improvement.
- Record and provide structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center Leadership, Call Center Operations and Call Center Agents
- Map out agent's journey and customer handling flows, highlighting potential pain points and solutions to enable knowledge retention, good behaviors & skills practices and reduce negative customer experience/unsatisfaction
- Design interactions monitoring approach to detect maximum defect coverage (call/email/chat/CSAT)
- Facilitate QA calibration sessions for BPOs QAs and Team Leads
- Design of BPOs QA monitoring & quality audit framework..
Requirements:
- Bachelor or higher in Law field is preferred
- 3 years+ of Service Quality/Customer Experience/Quality Auditor/Quality Inpection/Quality Improvement, preferably in a technology/e-commerce environment.
- Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering analysis reports/presentation in both verbal and written formats.
- Proven ability and experience in effective usage of data analysis tools and statistical analysis e.g. MS Excel/Google Sheets/etc.
- Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to all levels of stakeholders, operations
- Strong sense of service, dedication to providing exceptional service quality
- 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
- Fluent in Thai and English (verbal and written)
