Customer Success QA

2 weeks ago

Hanoi, Hanoi, Vietnam GemCommerce Full time $180,000 per year

You'll do

1. Quality Monitoring and Evaluation:

  • Monitor and evaluate customer interactions ( emails, chat, etc.) to ensure adherence to quality standards.
  • Assess communication for accuracy, professionalism, and compliance with company policies and standard
  • Identify training or coaching needs and opportunities for process improvements based on evaluation results.
  • Ensure all customer interactions comply with relevant regulations and company policies.
  • Maintain accurate and up-to-date records of quality assessments and feedback provided.

2. Reporting and Feedback:

  • Provide detailed feedback to Customer Success team members on their performance throughout QA score
  • Prepare and present regular quality reports to management, highlighting trends, insights, and areas for improvement.

3. Process Improvement:

  • Collaborate with the Customer Success Manager to develop and implement quality improvement initiatives and CS workflow (if any)
  • Work with cross-functional teams to enhance processes and tools that support customer interactions.
  • Conduct root cause analysis for identified quality issues and recommend corrective actions.

4. Training and Coaching:

  • Create and update training materials, including manuals, guidelines, and best practice documents.
  • Support to coach team members to ensure consistent quality in customer interactions and product knowledge

You Have…

  • Bachelor's degree preferred (Bachelor of Management of Quality, Business Administration, Economics…)
  • 3+ years of Customer Success Agents experience
  • English: Advanced level
  • Implementation of corrective action programs experience
  • Strong computer skills including Microsoft Office, QA applications, and databases
  • Knowledge of tools, concepts, and methodologies of QA
  • Solid knowledge in effective usage of data analysis tools and statistical analysis

Plus points:

  • Quality inspection or auditing experience
  • Product or industry-related experience

We offer

  • Salary range: Up to 18MIL
  • Performance review and competency evaluation: 2 times per year.
  • Lunch meal + Parking fees provided.
  • Annual performance bonus & 13th – month salary: up to 3-month salary (based on your devotion and business efficiency)
  • Holiday bonus & Company trip
  • Remote working days: 12 days per year
  • Annual leaves: 12 days per year
  • Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,…
  • Training program: ensure to cover product training for all newbie and other training programs according to the Company's policy

Why you'll love working here

  • Learn product-thinking and customer-centric mindset.
  • Collaborative and supportive environment
  • Young and passionate colleagues
  • Professional and creative office view
  • Clear & Scientific Agile Framework on the whole company workflow & culture.
  • Join a dynamic team to design and develop high-performance E-commerce products. Take on ambitious and challenging objectives by contributing to groundbreaking business models in the market.
  • Flexible working time:
  • Morning: 8:00 am -12:00 pm (check in from 8:00 am to 8:45 am)
  • Afternoon: 1:00 pm - 5:45 pm (check out from 5:00 pm to 5:45 pm)

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