Quality Analyst (Customer Service)
ShopeeKuala Lumpur, Kuala Lumpur, Malaysia6 hari lalu
Penerangan pekerjaanPossess 1 - 2 years of contact centre experience, mainly in customer service. Having excellent spoken and written skills in both English & Bahasa Malaysia. Mandarin speaker is a plus. Business writing skill is mandatory. Being able to work independently. Ability to multi-task, prioritize and manage time effectively.
About The Team
Job Description
- Monitor Chat Quality : Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.
- Evaluate Agent Performance : Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.
- Provide Constructive Feedback and Coaching Support : Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.
- Analyze and Report Quality Metrics : Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.
- Maintain and Enhance Quality Frameworks : Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.
- Collaborate with Cross-Functional Teams : Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.
- Drive Continuous Improvement and Customer Experience Enhancement : Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.
Requirements
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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia