Assistant Quality Assurance Officer - Customer Service (Macau office) Job in 客戶服務 in 所有澳門特別行政區地區

Assistant Quality Assurance Officer - Customer Service (Macau office) Job in 客戶服務 in 所有澳門特別行政區地區 - Job Description

職位內容

What You Will Be Doing:

Monitor and evaluate conversations across different channels to ensure quality specifications meet standards and achieve operational KPIs such as customer satisfaction, productivity, and case management
Provide quality analysis and recommendations to enhance the overall quality of customer service
Establish, implement, and update the Quality Assurance Policy, Quality System, and Quality Programs
Interpret and implement quality assurance standards
Document internal audits, prepare reports, and conduct other quality assurance activities
Perform any ad hoc responsibilities assigned by management

Who Is Our Right Fit:

Degree holder in a business discipline is preferred
Minimum 1 year of relevant experience in quality assurance/customer service
Experience in customer service and managing contact center operations (email, chat, phone, social media)
Demonstrates prioritization skills and is highly organized, with the ability to manage conflicting demands to meet deadlines in a fast-paced environment
Excellent spoken and written English and Chinese
Proficient in MS Office applications, including Word, Excel, PowerPoint, and Chinese processing
Strong attention to detail and accuracy
Strong statistical knowledge and proficiency in making reports and analysis