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

Job Description

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

Requirements

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