Report & QA Leader [Trưởng nhóm QA & Báo cáo]

Mô tả Công việc
* MISSION/ SUMMARY:
- Develop and implement a comprehensive QA framework to ensure consistent customer service quality across all channels.
- Design and maintain advanced reporting systems to provide actionable insights into customer service performance and customer experience trends.
- Drive initiatives that continuously improve customer satisfaction and reduce service delivery issues.
* RESPONSIBILITIES:
* QA:
- Create plan for the QA process and report.
- Implement QA all complaint, order & inquiry cases.
- Assess the CS/CX team's effectiveness.
* Reporting & KPI:
- Utilize important measures to gauge performance.
- Keep management informed on issues and problems.
- Monitor and document daily, weekly, and monthly summaries and specifics for each region.
* Training & building SOPs/ SLAs/ FAQs:
- Develop and enhance the CS/CX team's SOPs/ SLAs/ FAQs.
- Make plans and deploy training to teach new hires and enhance the abilities of current CS/CX staffs.
- Assess staff competencies and offer suggestions for enhancing operations.
* Other Activities:
- Plan CX activities with manager.
- Analyze rivals and provide the keys.
- Lead the QA and reporting team to guarantee that all reports are completed on time.
- Additional tasks as delegated by manager.