Job Description
Support the Customer Service Quality Assurance function by executing daily QA operations, monitoring service quality metrics, and providing data-driven insights to improve customer experience. This role focuses on execution excellence, enabling senior QA resources to concentrate on strategy and framework development.
Key Responsibilities
- Execute and monitor QA-related initiatives to support continuous improvement in customer experience.
- Track and manage Customer Service quality performance through QA scores and CSAT metrics.
- Extract daily operational data and perform sample cross-checking with QA BPO teams to ensure scoring accuracy and consistency.
- Maintain and update customer satisfaction criteria, QA standards, and performance metrics in coordination with the CS team.
- Support coaching and feedback activities by providing QA findings, error patterns, and improvement insights.
- Prepare periodic QA reports and analysis (daily/weekly/monthly), highlighting trends, risks, and improvement opportunities for management.
- Identify potential quality risks or non-compliance with CS policies and escalate findings with recommended corrective actions.
Requirements
- Minimum 2 years of experience in Quality Assurance within e-commerce, logistics, or customer service operations.
- Strong analytical skills with high attention to detail and data accuracy.
- Solid problem-solving mindset and ability to identify patterns from QA data.
- Proficient in Microsoft Office & Google Workspace (Excel/Google Sheets, PowerPoint, Word).
- Ability to work independently as well as collaboratively in a fast-paced operational environment.
- Good communication skills; English communication is a plus.
