Quality Assurance for Customer Service

Are you a detail-oriented professional with a passion for customer excellence and a sharp eye for quality? Join our dynamic e-commerce team in Yogyakarta as a Quality Assurance Specialist for Customer Service!

In this role, youll be instrumental in ensuring every customer interaction is top-notch. Youll assess replies, provide targeted coaching to agents, and continuously drive improvements to maintain high-quality service for our growing e-commerce platform.

Monitor and evaluate customer service interactions (e.g., chat, email, calls) to ensure adherence to quality standards, policies, and procedures.

Analyze agent replies to customers, identifying strengths and areas for development.

Conduct mentoring sessions and provide constructive coaching to agents to address performance gaps and enhance their skills.

Proactively identify trends in customer inquiries and agent performance to prevent recurring issues.

Implement strategies to continuously improve the overall quality score of the customer service team.

Collaborate with Customer Service team leaders and trainers to refine processes and training.

Generate detailed reports on quality performance, highlighting key metrics and recommendations.

Proven experience in Quality Assurance within a Customer Service or Contact Center environment.

Strong understanding of customer service best practices and quality frameworks.

Excellent analytical and problem-solving skills, with the ability to identify root causes.

Exceptional communication and feedback skills, both written and verbal, for effective coaching.

High level of attention to detail and accuracy.

Proficiency in using CRM systems and quality monitoring tools.

Ability to work independently and as part of a collaborative team.

Willingness to work on-site in Surakarta.

Information :

• Company : Concentrix
• Position : Quality Assurance for Customer Service
• Location : Solo
• Country : ID