Overview
Customer Service Quality Assurance Project Lead (Shopee) Jobs in Bangkok, Bangkok City, Thailand at Shopee
Title: Customer Service Quality Assurance Project Lead (Shopee)
Company: Shopee
Location: Bangkok, Bangkok City, Thailand
Job Description
Lead and drive customer satisfaction via CSAT tagging, quality audit to identify opportunities and determine strategies to improve overall service experience
Track and monitor quality related metrics and prepare reports
Initiate plans for corrective actions across for agents across all channels, SOP, functional teams
Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
Work with outsourced vendor partners to drive overall quality performance
Work closely with the regional team to ensure quality strategy alignment
Suggest communication methods, messages/scripts that induce enjoyable customer experience
Observe (on-the-ground) or review data sampling to validate effectiveness of agents & operation to address necessary corrections
Requirements
2 years+ of Service Quality/Customer Experience/Quality Auditor/Quality Inpection, preferably in a technology/e-commerce environment
Customer service orientation, with sound judgment and dedication to providing exceptional service quality
Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to operation team
Strong leadership, 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
