Associate Quality Assurance

4 days ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Monee Full time $45,000 - $60,000 per year

Job Description

  • Align & build SOP for Customer Service from end to end.
  • Keeping updated timely and accurate information to CS Agent. Supporting in response to all questions about the process or business information.
  • Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets, and come up with solutions or initiatives to improve satisfaction based on the causes found.
  • Be in charge of the quality and performance of Customer Service through QA score and CSAT score.
  • Coaching for CS Agent about ShopeePay's processes, operations, and regulations.
  • Propose solutions to improve the quality of customer service agents.
  • Plan, organize and conduct training programs for the CS team including skills, technical.
  • Evaluate needs and develop new training materials and/or revise current material utilizing corporate standards to ensure the training needs are met.
  • Schedule the appropriate classroom and prepare the physical setup.
  • Make reports as required.

Requirements

  • At least 1 year of working experience in Quality Assurance or more than 2 years in customer service in the field of e-commerce, e-wallets, banking/financial services.
  • Excellent oral, written, and interpersonal communication skills.
  • Ability to use gsheet, Excel, PowerPoint, and other working systems.
  • Time management & tasks management skills.
  • Being able to communicate in English is a plus.
  • Able to handle multiple tasks and quickly adapt to a fast-paced environment.
  • Ability to work independently and effectively in a team.


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