Responsibilities
About the team The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including but not limited to privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team closely collaborates with various central departments of the company to ensure the smooth development of products. The team primarily consists of Product and Operations who are based across Beijing, Shenzhen, and San Jose. The work environment offers high flexibility and abundant opportunities for growth. Whether in Product or Operations, we hope you possess proficient working skills internationally, strong self-motivation, learning ability, and long-term optimism and resilience. Quality Analyst (QA) is responsible for monitoring, evaluating, and enhancing the performance of customer service representatives in Tier 1 and Tier 2 support. This role involves analyzing interactions, identifying trends, driving improvements in customer satisfaction, and ensuring adherence to quality standards. Key Responsibilities 1. Conduct regular audits of user interactions (emails, chats, tickets) to ensure adherence to quality standards. 2. Evaluate agents performance based on KPIs 3. Provide detailed feedback and coaching to improve individual and team performance. 4. Identify trends, issues, and process gaps through quality monitoring and share actionable insights with stakeholders. 5. Collaborate with Training and Operations teams to align quality metrics with business goals 6. Drive quality improvement initiatives based on audit findings and customer feedback 7. Participate in calibration sessions with internal and external teams 8. Create and maintain quality reports, dashboards, and documentation
Qualifications
Minimum Qualification(s) 1. BA/BS degree or equivalent practical experience 2. Solid experience in customer service, with at least 12 years in a quality assurance or analyst role 3. Strong understanding of quality assurance methodologies and customer satisfaction metrics 4. Excellent communication, coaching, and feedback skills 5. Detail-oriented with strong analytical and reporting abilities
