Executive, Customer Experience

Delivery Hero Austria; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in local delivery services is looking for a Quality Assurance Analyst to audit interactions and coach front line agents. The successful candidate will enhance customer experience by analyzing performance and implementing improvement initiatives. Fluency in Lao and English is mandatory for this role.

Qualifications

• Ability to speak, read & write Lao & English is mandatory.
• Good customer service skills and dedication to providing exceptional customer care.

Responsibilities

• Auditing a team of front line agents across channels for transaction quality.
• Coaching front line agents on overall SOP, Process and new changes.
• Analysing CSAT ratings to identify customer pain points.

Skills

Customer Service Skills

Job description

About the opportunity

Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP, Process and agent behavior

1. Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service

2. To maintain desired levels of productivity & accuracy on audits performed by self

3.To coach front line agents on overall SOP, Process and new changes

4.Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects

DUTIES AND RESPONSIBILITIES :

• Performs chat & call monitoring and provides trend data to the site management team.

• Uses a quality monitoring data management system to compile and track performance at team and individual level.

• Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.

• Analyse CSAT ratings for the country/ BPO to identify customer pain points.

• Flag non performing agents & support performance with coaching & feedback interventions via team leader

• Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives

• Participate in calibration calls to improve overall understanding & usage of QA Scorecard

REQUIREMENTS:

• Ability to speak, read & write Lao & English Is mandatory

• Good customer service skills and dedication to providing exceptional customer care

Who we are

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.