✔ Monitor agents' interactions and cases across various contact points to assess team performance and monitor the quality of customer support.
✔ Participate in calibration sessions to assess agent performance.
✔ Recognize shortcomings in agents' performance and offer constructive feedback for enhancement.
✔ Engage in customer feedback analysis to pinpoint customer concerns and expectations.
✔ Lead the rollout of enhanced customer engagement tactics to enhance agents' effectiveness.
✔ Compile QA reports based on scoring outcomes aligned with Key Performance Indicators: Results, Root Causes, and Action Plans.
✔ Evaluate performance appraisals and facilitate discussions on Individual Development Plans.
REQUIREMENTS:
- Completed a college degree or higher education.
- Proficient in both written and spoken English (TOEIC 650 for English and HSK4 for Chinese) or equivalent proficiency levels.
- At least 6 months of experience in a Quality Assurance (QA) position, specifically within the Business Process Outsourcing (BPO) industry.
- Familiar with Standard Operating Procedures (SOP) and customer-centric approach.
- Exceptional focus on details.
- Capable of handling heavy workloads with precision, particularly in reading tasks.
- Proficient in the use of MS Office and computer applications.
- Open to working on weekends and national holidays.
✔ Monitor agents' interactions and cases across various contact points to assess team performance and monitor the quality of customer support.
✔ Participate in calibration sessions to assess agent performance.
✔ Recognize shortcomings in agents' performance and offer constructive feedback for enhancement.
✔ Engage in customer feedback analysis to pinpoint customer concerns and expectations.
✔ Lead the rollout of enhanced customer engagement tactics to enhance agents' effectiveness.
✔ Compile QA reports based on scoring outcomes aligned with Key Performance Indicators: Results, Root Causes, and Action Plans.
✔ Evaluate performance appraisals and facilitate discussions on Individual Development Plans.
REQUIREMENTS:
- Completed a college degree or higher education.
- Proficient in both written and spoken English (TOEIC 650 for English and HSK4 for Chinese) or equivalent proficiency levels.
- At least 6 months of experience in a Quality Assurance (QA) position, specifically within the Business Process Outsourcing (BPO) industry.
- Familiar with Standard Operating Procedures (SOP) and customer-centric approach.
- Exceptional focus on details.
- Capable of handling heavy workloads with precision, particularly in reading tasks.
- Proficient in the use of MS Office and computer applications.
- Open to working on weekends and national holidays.