Project Management & optimization - customer service full-time 2024Công ty TNHH Shopee - Shopee Việt Nam

Về Team của chúng tôi:
Quality analyst & optimization analyst is under CS Quality Assurance team. CS Quality Assurance team is responsible for:
Improving customer satisfaction & experience when customers contact Shopee CS (key metric: CSAT)
Ensuring CS agent quality via monitoring quality metric performance
Working closely with other operations teams to understand BPO agent performance, detect possible issues and improve process
Mô tả công việc:
Plan, implement and monitor CSAT improvement projects in a structured manner
Provide CSAT reports and proposed actions to management (format: tracker, slide)
Provide insights from internal data and market to better understand user expectations vs. current performance, thereby identifying areas of improvement for CSAT
Monitor other quality metrics other than CSAT and coordinate with regional / local teams to deliver actions for boosting performance
Optimize working process of Quality Assurance team
Yêu cầu công việc:
Must have:
Having experience in project management / data analysis in e-commerce or tech industry
Solid analytical & problem solving skills
Clear & structured communication and stakeholder management
Proficient in Excel / PowerPoint
Attitude: Can-do attitude, fast learner, ability to work independently and as a team
Nice to have:
SQL / Python is a plus
Language: fluent English communication (verbal and written)
Application
APPLY HERE