Report & QA Leader [Trưởng nhóm QA & Báo cáo]

Mô tả Công việc

* MISSION/ SUMMARY:

- Develop and implement a comprehensive QA framework to ensure consistent customer service quality across all channels.

- Design and maintain advanced reporting systems to provide actionable insights into customer service performance and customer experience trends.

- Drive initiatives that continuously improve customer satisfaction and reduce service delivery issues.

* RESPONSIBILITIES:

* QA:

- Create plan for the QA process and report.

- Implement QA all complaint, order & inquiry cases.

- Assess the CS/CX team's effectiveness.

* Reporting & KPI:

- Utilize important measures to gauge performance.

- Keep management informed on issues and problems.

- Monitor and document daily, weekly, and monthly summaries and specifics for each region.

* Training & building SOPs/ SLAs/ FAQs:

- Develop and enhance the CS/CX team's SOPs/ SLAs/ FAQs.

- Make plans and deploy training to teach new hires and enhance the abilities of current CS/CX staffs.

- Assess staff competencies and offer suggestions for enhancing operations.

* Other Activities:

- Plan CX activities with manager.

- Analyze rivals and provide the keys.

- Lead the QA and reporting team to guarantee that all reports are completed on time.

- Additional tasks as delegated by manager.

Yêu Cầu Công Việc

REQUIRED BACKGROUND & ATTITUDE:

- Education: Bachalor’s degree required

- Language:  Good English

- Office skills: With good skill at Microsoft office, especially Excel – Power BI – Power Point

- Attitude: Test and learn spirit. Empowered. Need to be passionate by the mission.

COMPETENCIES:

+ Bachelor’s degree required

+ Proficient in using Power BI, Microsoft Office (Excel, Power point, Word)

+ Familiar with CS-CX offline and online (chatbox/livechat/ fanpage management is a plus)

+ Attention to detail

+ Performance oriented

+ Familiar with skills relating CRM systems as a plus

KNOWLEDGE & EXPERIENCE:

- Knowledge:

+ Customer Service/ Customer Experiences

+ CRM Systems

- Experience: 2-5 years

+ CS-CX in FMCG/Retail/Ecommerce

+ QA & Report