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Quality Assurance Specialist (Call Center)

Công Ty TNHH GrabTaxi
Ngày cập nhật: 02/02/2017

Thông Tin Tuyển Dụng

Mô tả Công việc

  • Review and rate phone call recordings and email responses of Customer Experience representatives using the prescribed quality guidelines.
  • Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge.
  • Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.
  • Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist.
  • Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations.
  • Document quality assessments and feedback.
  • Generate and manage trending quality scores and relevant data while providing reports to stakeholders.
  • Continuously learn and update oneself on the latest product and process.
  • Share best practices with team members.
  • May need to work on varied hours based on business needs.

Yêu Cầu Công Việc

  • Excellent written and spoken communication skills
  • Good command of the English language (If not native speaker)
  • High knowledge of the company's products, services and business operations (If internal applicant)
  • Project coordination experience preferred
  • Advanced presentation, interpersonal, time management, and organizational skills
  • Strong training program design experience
  • Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
  • Ability to work both independently and in a team environment
  • Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to management.

Thông tin khác

  • Bằng cấp: Đại học
  • Độ tuổi: Không giới hạn tuổi
  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

Công Ty TNHH GrabTaxi

http://www.grab.comQui mô công ty: 100-499
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million...Chi tiết
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Quality Assurance Specialist (Call Center)

Công Ty TNHH GrabTaxi

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