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)

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