Associate Training & QA
Description:
Job Summary:
We are looking for Quality assurance expert in contact center for planning, execution and performance tracking across customer and seller interaction platforms. This role plays a key part in ensuring Customer and Seller experience are well-managed, performance is monitored daily along with insightful reviews.
Key Responsibilities:
- Evaluate frontend interactions in accordance with sampling criteria
- Evaluations to be performed with vision to improve customer/seller experience
- Highlighting red flags in timely manner to fix the identified issues
- Share findings of evaluations for betterment in improvement areas
- Conducting specific audits for identification of improvement areas in specified areas of concern
- Conducting spot checks to check if the frontend force is equipped on updates
- Identifying process/system gaps for customer & seller experience improvement
- Focus on improving customer & seller satisfaction
- Able to do root cause analysis
- Drive suggestions based on current issues faced by customers and sellers
- Strong problem solving and troubleshooting skills and an ability to come up with creative solutions to solve problems
- Take ownership of customer’s & seller’s issues and provide resolution
- Strong inter-department coordination for providing resolution
- SOP’s Audit/Revision
Required Skills/Abilities:
- Bachelor’s degree in Business or a related field.
- 2 years of experience in contact center.
- Ability to interpret performance data and communicate insights clearly.
- Organized, proactive, and comfortable working with cross-functional teams.
- Have strong analytical skills, communications skills.
- Proficient in MS Office suite. (Proficiency in Alibaba office suits would be a plus)
- Strong decision taking, critical thinking, negotiation, time management & relationship building skills.