Quality Assurance Specialist - App Travel

Mô tả Công việc
Monitor the quality of customer care service via call/email/chat channels
Analyze, evaluate and score call quality/unvoice channel quality of employees
Ensure service quality is improved based on quality standards
Update feedback promptly and provide solutions to improve service quality
Isolate and identify areas of improvement on members performance;
Monitor daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Manage refreshment & training to agents
Identify & escalate issues to the related teams when out of the scope of this department;
Find issues among members related to productivity and problem-solving;
Accept and process special requests from customers as per SOPs;
Manage recurring meetings with team(s) to review performance;
Manage routing and payment method enablement as per available inventory defined by SOPs;
Ensure all cases are solved within required timeframe following the company's SOPs;
Report fraud to the company's risk team;
Report any product error findings to related product/engineering teams