About The Team
The CS QA Associate at SPX Express is responsible for ensuring customer service quality by building, implementing, and monitoring projects aimed at enhancing the customer experience. This role is crucial in maintaining and improving the performance of the Customer Service team based on standard CS metrics while continuously providing analysis and improvement recommendations.
Job Description
- Customer Service Quality Assurance (In-house & BPO)
- Primarily responsible for maintaining and improving the quality and performance of the Customer Service team, measured through CS metrics, such as: QA (Quality Assurance) scores, CSAT (Customer Satisfaction) scores, FCR (First Contact Resolution), AHT (Average Handling Time), and SLA (Service Level Agreement) adherence.
- Establish quality objectives and monitor progress towards their achievement.
- Perform daily data extraction related to customer service quality.
- Conduct cross-checks of data samples with the QA BPO (Business Process Outsourcing) partner to ensure the accuracy and consistency of quality evaluations.
- Develop and maintain customer satisfaction rates, evaluation criteria, and other key performance metrics, collaborating closely with the customer service team.
- Identify potential areas of risk or non-compliance with customer service policies and implement appropriate corrective actions promptly when necessary to ensure compliance.
- Build and refine QA guidelines and scorecards for both in-house and BPO teams.
- Training & Skill Development (In-house & BPO)
- Collaborate closely with the customer service team (both in-house and BPO) to provide continuous coaching, training sessions, and constructive feedback.
- The objective is to improve communication skills, problem-solving abilities, and overall performance of customer service agents.
- Performance Reporting & Analysis (Reporting & Dashboard)
- Build, implement, and monitor projects designed to enhance the overall customer experience, ensuring initiatives are effectively executed and achieve their intended goals.
- Generate regular reports and in-depth analyses of customer service quality metrics, highlighting trends, identifying areas for improvement, and presenting findings to management for decision-making.
Requirements
- Experience: Minimum 2 years of working experience in Quality Assurance, preferably in the e-commerce or logistics industry.
- Analytical & Problem-Solving Skills: Excellent analytical capabilities and effective problem-solving skills.
- Communication Skills: Strong written and verbal communication skills, clear and articulate.
- Tool Proficiency: Proficient in Microsoft applications including Word, Excel, Google Sheet, PowerPoint, and other relevant working systems.
- Work Ethic: Ability to work independently and effectively as part of a team in a dynamic, fast-paced environment.
- Language: Ability to communicate in English is a plus.
