Responsibility :
- Review a set of customer interactions daily/weekly across various channel
- Evaluate conversations based on pre-defined quality parameters
- Deliver individual feedback and improvement suggestions to agents
- Compile weekly/monthly quality trend and issue reports
- Contribute to training material or modules based on QA findings
Qualifications :
- Bachelor's Degree - All Majors
- Minimum 1 year of experience as a Quality Assurance in customer service
- Proficient in using monitoring tools (e.g., CRM, quality evaluation spreadsheets, etc.)
- Familiar with digital communication channels such as email, live chat, and WhatsApp
- Understands customer service standards and best practices in written communication