Monitor and analyze service tickets, email and chat records, and provide feedback and solutions in a timely manner.
Analyze random serviced tickets and monitor data analysis to assess and mentor agents.
Identify best practices from service tickets and online service delivery (including email replies, online chat records, scripts and techniques), enhance and execute it to the team.
Generate excel reports together with the use of other Office Suites, and conduct quality analysis.
Implement and track quality procedures consisting of solving ticket queries and randomly checking processes.
Continuously improve the standard for quality assessment and monitoring process by liaising with internal operations to adjust the quality assessment according to business needs.
Frequently report to the supervisor, and execute tasks within a timely manner.
Assist the supervisor to develop standardized and ad hoc service scripts.
Bachelor’s degree or above, preferably with previous experience as a Quality Assurance within the e-commerce or financial sector.
Familiar with WORD/EXCEL/PPT/VISIO applications, and excellent in data analysis and reports.
Possess a good sense of judgement, excellent communication and interpersonal skills.
Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction, able to analyze problems independently.
Work proactively with a high sense of service mindset, strong problem solving and delivery skills.