Standardize and maintain the internal QA monitoring system for the client services team.
Implement QA strategy with scalable processes and systems to efficiently monitor overall team performance accuracy and status.
Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop improvement plans, and collaborate with relevant teams to raise service standards.
Proactively identify new methods to improve QA processes, and coordinate with CS and training.
Proactively provide QA driven insights and innovative ideas to streamline workflows, participate/in charge of amending/creating workflows, ensuring higher efficiency and effectiveness.
Requirements:
At least SPM holder with at least 3-4 years of QA experience in a customer service environment (email and call support).
Familiar with call center operations; hands-on experience with email and call channels is a must; able to handle recordings, quality checks, and shift arrangements.
Experience in continuous improvement: capable of setting service quality goals, driving higher client satisfaction, and conducting root cause analysis
SOP Design & Optimization: Proven experience in the end-to-end development and refinement of Customer Service's Standard Operating Procedures (SOPs)
Able to work under pressure and adapt to a fast-paced environment; demonstrate strong responsibility, proactive service mindset, problem-solving, and delivery skills.
English, Mandarin, and Proficient in Cantonese (both spoken and written).
