Service Quality Management: Ensure the quality of service within the Customer Service department, covering both the Contact Center Team and the Complaint Management Team.
Monitoring and Analysis: Evaluate, monitor, and compile data from calls (call metrics), and propose necessary measures to maintain service standards and quality.
Collaboration & Implementation: Coordinate with Team Leaders, Managers, and Staff to develop and implement quality improvement initiatives.
Documentation & Development: Develop KPIs, targets, and training materials for skill development programs.
Training Involvement: Participate in and facilitate staff training and re-training sessions.
Reporting & Strategy: Report on service performance and propose strategies for continuous improvement.
Other Duties: Perform other duties as required by the line manager.
2
Your skills & qualifications
Bachelor's degree in relevant fields.
Minimum 2 years of experience in a similar Quality Assurance role at a company within the logistics, e-commerce, or similar industry, with a focus on Customer
Service operations is an advantage.
Strong training and coaching skills.
Ability to communicate effectively, analyze call recordings, identify issues in customer service delivery, and propose solutions.
Proactive and flexible in problem-solving.
Quickly adaptable and able to work under high pressure.
3
Benefits
Competitive salary package
Work in a dynamic, professional, and energetic environment
Opportunities for in-depth training on customer service processes and quality standards (CS QA).
Physical Wellbeing Benefit: General Insurance, Medical check-up, Accident Insurance, Healthcare Insurance
Emotional Wellbeing Benefit: Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer)
