Quality Assurance (Customer Service) - SPX Express (Jakarta)

Shopee; Daerah Khusus Ibukota Jakarta; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Quality Assurance Specialist for their Claims Team. In this role, you will assess the quality of problem-solving efforts, provide coaching to agents, and ensure consistent adherence to SOPs. Your analytical skills and attention to detail will be crucial in identifying areas for improvement and fostering a collaborative team environment. If you are passionate about customer service and quality assurance, this is an exciting opportunity to make a significant impact in a dynamic setting.

Qualifications

• 1+ year experience in Customer Service or Claims Team as QA.
• Proficient in Microsoft Excel or Google Spreadsheet formulas.

Responsibilities

• Review Claim Team ticket interactions to assess quality.
• Provide coaching for Claim Team agents to improve service quality.

Skills

Customer Service

Quality Assurance

Microsoft Excel

Google Spreadsheet

Problem Solving

Communication Skills

Analytical Skills

Collaboration

Education

Bachelor's Degree

Job description

Job Description

• Check Claim Team ticket interactions and ticket data from CRM system to assess the quality of claim team problem solving based on both the QA (Quality Assurance) Scorecard and QA standard quality.
• Real time sampling to review Claim Team Agents case handling.
• Observe agents live to identify root causes of issues and determine necessary support.
• Align understanding across departments through calibration sessions, ensuring case handling is consistent with agreed SOPs.
• Provide regular coaching for Claim Team agents in order to maintain and improve Claim Team Agents service quality.
• Create, maintain and update case handling SOP to be relevant with current circumstances.
  
  

Requirements

• Minimum Bachelor's Degree in any major.
• At least 1 year of experience in Customer Service or Claims Team as QA (previous Team Lead experience is a plus).
• Proficient in using Microsoft Excel or Google Spreadsheet formulas.
• Strong attention to detail with the ability to adapt quickly to new changes.
• Excellent communication, collaboration, and analytical skills with a focus on problem-solving.
• A strong commitment to team dynamics, with the ability to contribute expertise for continuous improvement.