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