QC Livechat

Lowongan Kerja QC Livechat PT AKULAKU SILVRR INDONESIA
- 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.