TikTok LIVE - Global Customer Service Quality Analyst, Chinese Speaking

Overview

TikTok LIVE - Global Customer Service Quality Analyst, Chinese Speaking

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Role recently posted. Be among the first applicants.

Responsibilities

• Conduct transaction monitoring to analyze customer service content and evaluate the success of interactions. Assess customer service representatives' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
• Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
• Implement measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives\' performance and provide actionable feedback to enhance skills and improve customer satisfaction.
• Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance capabilities.
• Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.
• Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and related CS processes.
• Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.

Qualifications

Minimum Qualifications :

Preferred Qualifications :

About TikTok

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product helps people express themselves, discover, and connect. Our diverse teams make that possible. We strive to do great things with great people, foster curiosity and humility, and embrace challenges as opportunities to learn and innovate as one team.

Join us to achieve meaningful breakthroughs for ourselves, our company, and our users.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to reflect the global communities we reach.

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