QA Customer Experience - Call Center

    Ditayangkan 21/October/2016

    Simpan0

    www.jobstreet.co.id

    • • good career
    • • competitive salary
    • • growth company

    DESKRIPSI PEKERJAAN

    Job Description :
     
    • 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 as prescribed by TQA Management
    • Continuously learn and update oneself on the latest product and process
     
    Requirements :
     
    • Bachelor's degree in either Education, Communications, Business or a related discipline; or equivalent combination of education and experience that is required for the specific job level
    • (Minimum of 1 year, 2 years and above preferred)
    • Excellent English in written and spoken communication
    • High knowledge of the company's products, services and business operations (If internal applicant)
    • Project coordination experience preferred
    • Strong acumen in data analysis, reporting, time management, and organizational skills

    Tutup pada 04/November/2016

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    Wisma Sejahtera, Jalan Letjen S. Parman, Slipi, West Jakarta City, Special Capital Region of Jakarta, Indonesia

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