Customer Success Quality AssuranceCÔNG TY TNHH GEMCOMMERCE

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