Associate, CS Quality Assurance - Customer Service, SPX Express

• Primarily responsible for maintaining and improving the quality and performance of the Customer Service team, measured through CS metrics, such as: QA (Quality Assurance) scores, CSAT (Customer Satisfaction) scores, FCR (First Contact Resolution), AHT (Average Handling Time), and SLA (Service Level Agreement) adherence.
• Establish quality objectives and monitor progress towards their achievement.
• Perform daily data extraction related to customer service quality.
• Conduct cross-checks of data samples with the QA BPO (Business Process Outsourcing) partner to ensure the accuracy and consistency of quality evaluations.
• Develop and maintain customer satisfaction rates, evaluation criteria, and other key performance metrics, collaborating closely with the customer service team.
• Identify potential areas of risk or non-compliance with customer service policies and implement appropriate corrective actions promptly when necessary to ensure compliance.
• Build and refine QA guidelines and scorecards for both in-house and BPO teams.

• Collaborate closely with the customer service team (both in-house and BPO) to provide continuous coaching, training sessions, and constructive feedback.
• The objective is to improve communication skills, problem-solving abilities, and overall performance of customer service agents.

• Build, implement, and monitor projects designed to enhance the overall customer experience, ensuring initiatives are effectively executed and achieve their intended goals.
• Generate regular reports and in-depth analyses of customer service quality metrics, highlighting trends, identifying areas for improvement, and presenting findings to management for decision-making.

• Experience: Minimum 2 years of working experience in Quality Assurance, preferably in the e-commerce or logistics industry.
• Analytical & Problem-Solving Skills: Excellent analytical capabilities and effective problem-solving skills.
• Communication Skills: Strong written and verbal communication skills, clear and articulate.
• Tool Proficiency: Proficient in Microsoft applications including Word, Excel, Google Sheet, PowerPoint, and other relevant working systems.
• Work Ethic: Ability to work independently and effectively as part of a team in a dynamic, fast-paced environment.
• Language: Ability to communicate in English is a plus.

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