QC Livechat

Deskripsi Pekerjaan

- Maintain and develop internal support and Livechat quality standards.

- Review a subset of support agents’ conversations (chat).

- Assess support interactions based on internal standards.

- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs.

- Create strategies to improve support KPIs.

- Help agents improve their performance with specific instructions and constant support.

- Monitor customer service performance on the agent and team level.

- Contribute to the team culture in a positive manner.

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Persyaratan

- 3 years experience in the customer service space and Quality CS.

- Fluent in English both written and verbal.

- Proven track record of analytical skills.

- Hands-on experience in Quality Assurance.

- Great people skills and ability to communicate (negative) feedback.

- Examples of data visualization abilities and understanding of support metrics.



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Lowongan Kerja QC Livechat | Lowongan Kerja PT AKULAKU SILVRR INDONESIA | Lowongan Kerja Jakarta Pusat

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