Indonesia Job Openings
Shopee
Quality Assurance Sampling - Operations (Jogja, Contract-based)
Yogyakarta
September 19, 2024
Department Operations
Level Experienced (Individual Contributor)
Location Indonesia - Yogyakarta
Job Description:
- Check data from WFM/Regional, in order to assess the Customer Service problem solving quality based on the QA Scorecard
- Analyze bad ticket data from WFM/Regional that is flagged with poor Customer Service AT, case aging, high contact rates, or cases involving appeasement to evaluate Customer Service problem-solving quality according to QA standards.
- Conduct mystery shopper and additional real time sampling in order to review CS Agents service quality
- Observe the Customer Service team in real-time to identify the root causes of issues and determine the necessary support.
- Perform calibration to ensure that all departments have a consistent understanding of the Customer Service agents' service quality.
- Provide regular coaching to Customer Service agents to maintain and improve their service quality.
Requirements:
- Min. Bachelor Degree in any major
- Min. 2 years of working experience in Customer Service as: Agent/QA/TL at Ecommerce or any industry
- Familiar with Microsoft Excel or Google Spreadsheets
- Fluent in English is a plus
- Able to work in fast paced environment and adaptive to quality improvement process; able to prioritize task and manage time effectively
- Uphold integrity, attention to details, able to provide effective solutions and helpful accuracy explanations
- Have a good understanding of KPI Target.
- Strong listening skills, good verbal communication, and clear public speaking abilities.
- Able to perform coaching, counseling as well as provide meaningful insights related CS Quality
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