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
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
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.