Deskripsi pekerjaan Quality Assurance - Operations - Jogja - Contract Based Shopee Indonesia
Job Description:
- Perform analysis on quality errors, present research to gain acceptance, plan and execute quality improvement actions based on the Quality Assurance Scorecard.
- Understand the key drivers of customer satisfaction, identify opportunities, and determine strategies to improve overall service.
- Conduct additional real-time sampling in order to review Customer Service Agents' service quality.
- Responsible to observe the Customer Service Agent in order to find the root cause of finding and give the support needed.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Provide regular coaching for Customer Service Agents, in order to maintain and improve the service quality.
Requirements:
- Min. Bachelor's Degree in any major
- At least 1.5 - 2 year of working experience in Customer Service as Quality Assurance (Team Lead is welcome to apply)
- Familiar with Microsoft Excel or Google Spreadsheets
- Critical thinking and problem-solving skills.
- Self-starter with a strong sense of curiosity.
- Good team player with a positive attitude and a strong sense of integrity and responsibility.
- Exposure to a strong customer-oriented environment & must be quality service oriented.
- Ability to work in a fast-paced and dynamic environment
- Willing to work from the office (Jogja) with a 6-month contract
