Job description• Responsible for monitoring customer service• Monitor performance and coach agent to achieve SLAs • Thorough data analysis, feedback problems & handle necessary escalation and form a quality inspection report• Work closely & hand in hand with other departments to respond immediately to relevant operation needs• Participate in the development of quality inspection standards and continuously optimize the process and system platform• Support and escalate issues and involve experts wherever required to resolve issues as quickly as possible
Qualification• Experience in QA or Trainer Contact Center• Bachelor's degree in any field• Good command of English• Able to work on shift• Can work both as an individual and as a team • Good at analytic skill & coaching • Have an action strategy to develop agent • Working day: 5 days per week• Rotate by shift อ่านเพิ่มเติม