Nova Hotels & Resorts World

Mô tả Công việc

QA (70%)

• Conduct regular calibration benchmarking sessions.
• Ensure that professional call, email, chat message and case standards are maintained through consistent coaching.
• Monitor and evaluate agent’s performance to identify areas for improvement and provide coaching and feedback to help improve performance.

Training (20%)

• Prepare training materials, conduct training sessions focused on customer experience when newbies on-board, new policies…
• Assess training needs and identify areas where additional training is required.
• Conduct enhancement-training when having requirements from Managers and Team Leaders.

Other tasks (10%): Handling other assigned tasks from the Managers and Team Leaders.

Yêu Cầu Công Việc

• 1 year experience in the customer contact center environment.
• 1 year experience working in a quality, service oriented environment.
• 1 year experience with training/QA job. Preferably in a customer contact center.
• Experience with communicating with staff from different ages.
• Knowledge of NinjaVan’s industry sectors is a preference.
• Colleague/University Graduation
• Planning and organizing.
• Good at English