Senior Associate, Quality Assurance-VietnamCÔNG TY TNHH CHUYỂN PHÁT NHANH LAZADA VIỆT NAM

*** Team and Role Introduction
- Develop and enhance processes related to service quality.
- Analyze call databases and customer complaints to identify service quality improvement areas.
- Take responsibility for producing reports and conducting in-depth analyses of customer data, product effectiveness, and services to guide and enhance the company's operational efficiency.
- Collaborate with Developers to implement systems for managing and measuring employee performance, customer segmentation, and reporting workload statistics.
*** Responsibilities
- Monitor and evaluate customer and Customer Service (CS) staff interactions. Listen to call recordings, and review emails, chat records, and other communication forms to assess adherence to company policies, procedures, and quality standards.
- Propose solutions and strategies to increase the volume of customer-driven quality service evaluations.
- Analyze customer surveys, complaints, and other data sources to identify areas for improvement.
- Collaborate with other departments to streamline processes and implement best practices to deliver an excellent customer experience.
- Measure and manage the Customer Service Team's performance metrics (workload, time-to-resolution, CSAT scores).
- Train and coach low-performance staff, aiming to enhance their knowledge and problem-solving skills.