Mô tả Công việc Establish and refine internal standards for support and call center quality assurance. Review a selection of support agents' interactions across various channels (calls, emails, chats, etc.). Evaluate support engagements against predetermined quality benchmarks. Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance. Devise strategies to enhance support KPIs. Identify training and onboarding needs and spearhead relevant initiatives. Monitor customer service performance at both individual agent and team levels. Generate comprehensive reports reflecting support performance. Communicate support team performance findings to upper management. Foster a positive team culture. Prepare weekly and monthly reports. Establish and refine internal standards for support and call center quality assurance. Review a selection of support agents' interactions across various channels (calls, emails, chats, etc.). Evaluate support engagements against predetermined quality benchmarks. Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance. Devise strategies to enhance support KPIs. Identify training and onboarding needs and spearhead relevant initiatives. Monitor customer service performance at both individual agent and team levels. Generate comprehensive reports reflecting support performance. Communicate support team performance findings to upper management. Foster a positive team culture. Prepare weekly and monthly reports.
Yêu cầu công việc
Yêu Cầu Công Việc Prior minimum 2 years experience in customer service roles in Quality Assurance (QA), Call Center, or Customer Service, preferably within the Electronics or Electrical industry. Demonstrated proficiency in analytical abilities. Practical experience in quality assurance procedures. Strong interpersonal skills, including adeptness in deliveringconstructive feedback. Problem-solving acumen to devise impactful strategies for enhancingsupport quality. Fluency in English or Chinese (Mandarine) Work Schedule: 6 days per week.
Quyền lợi được hưởng
Chế độ bảo hiểm Du Lịch Phụ cấp Du lịch nước ngoài Đồng phục Chế độ thưởng Chăm sóc sức khỏe Đào tạo Tăng lương Công tác phí Nghỉ phép năm