Quality Assurance Sampling - Operations (Jogja, Contract-based)

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

An established industry player is seeking a Quality Assurance Specialist to enhance Customer Service operations. This role involves analyzing service quality through data assessment, conducting real-time evaluations, and providing coaching to agents. The ideal candidate will have a strong background in customer service, with exceptional analytical and communication skills. Join a dynamic team where you can make a significant impact on service quality and customer satisfaction. If you thrive in a fast-paced environment and are passionate about quality improvement, this opportunity is perfect for you.

Qualifications

• Min. 2 years of experience in Customer Service as Agent/QA/TL.
• Ability to work in a fast-paced environment and manage time effectively.

Responsibilities

• Check and analyze data to assess Customer Service quality.
• Conduct mystery shopper reviews and provide coaching to agents.

Skills

Analytical Skills

Attention to Detail

Verbal Communication

Coaching Skills

Problem Solving

Education

Bachelor Degree

Tools

Microsoft Excel

Google Spreadsheets

Job description

Quality Assurance Sampling - Operations (Jogja, Contract-based)

• Check data from WFM/Regional, in order to assess the Customer Service problem solving quality based on the QA Scorecard.
• Analyze bad ticket data from WFM/Regional that is flagged with poor Customer Service, case aging, high contact rates, or cases involving appeasement to evaluate Customer Service problem-solving quality according to QA standards.
• Conduct mystery shopper and additional real-time sampling in order to review CS Agents service quality.
• Observe the Customer Service team in real-time to identify the root causes of issues and determine the necessary support.
• Perform calibration to ensure that all departments have a consistent understanding of the Customer Service agents' service quality.
• Provide regular coaching to Customer Service agents to maintain and improve their service quality.

Requirements

• Min. Bachelor Degree in any major.
• Min. 2 years of working experience in Customer Service as: Agent/QA/TL at Ecommerce or any industry.
• Familiar with Microsoft Excel or Google Spreadsheets.
• Fluent in English is a plus.
• Able to work in a fast-paced environment and adaptive to quality improvement processes; able to prioritize tasks and manage time effectively.
• Uphold integrity, attention to detail, able to provide effective solutions and helpful accuracy explanations.
• Have a good understanding of KPI Target.
• Strong listening skills, good verbal communication, and clear public speaking abilities.
• Able to perform coaching, counseling as well as provide meaningful insights related to CS Quality.