Executive, Customer Experience

Job Description

Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP, Process and agent behavior

1. Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service

2. To maintain desired levels of productivity & accuracy on audits performed by self

coach front line agents on overall SOP, Process and new changes

4.Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects

DUTIES AND RESPONSIBILITIES :

Performs chat & call monitoring and provides trend data to the site management team.

Uses a quality monitoring data management system to compile and track performance at team and individual level.

Participates in call listening / interaction deep dive programs to identify rider needs and expectations.

Analyse CSAT ratings for the country / BPO to identify customer pain points.

Flag non performing agents & support performance with coaching & feedback interventions via team leader

Participate in weekly calibrations / performance review calls with BPO partner to measure / track or implement improvement initiatives

Participate in calibration calls to improve overall understanding & usage of QA Scorecard

REQUIREMENTS :

Ability to speak, read & write Lao & English Is mandatory

Good customer service skills and dedication to providing exceptional customer care