Perform monitoring and evaluating the quality of all channels including Inbound, Outbound, E-Com, Customer Care, Customer Service Support to evaluate customer service quality, identify mistakes & give feedbacks to Business Units in Customer Service Department.
Prepare training contents and conduct trainings to other Business Units in Customer Service Department to enhance & improve customer service quality.
Review & develop the procedures, policies and standards of customer service control.
Analyze statistics and compile accurate report related to customer service if required.
Coaching Customer Service Agent.
Undertake other tasks assigned by Customer Service Quality Control Team Leader.
Qualifications
Bachelor Degree in Banking, Finance, Marketing, Business Administration or any related fields.
At least 01 year experience in QC Specialist.
Exceptional listening and analytical skills.
Customer-oriented skill.
Excellent ability to identify and analyze data for trends.
