Associate, Customer Care Quality Management

2 weeks ago


กรงเทพมหานคร, Thailand Lazada (Thailand) Co., Ltd. Full time

**Driving the Quality of Outsourced Agents**: Enhance agent performance through targeted quality initiatives.
**Designing Analytical Frameworks**: Identify performance gaps through data analysis.
**Collaborating with Outsourced QA**: Work closely to address and close performance gaps among agents.
**Creating Monitoring Frameworks**: Develop strategies for monitoring low-performing agents.
**Conducting Side-by-Side Monitoring**: Engage in random live call and chat listening for real-time performance assessment.
**Leading QA Calibration Exercises**: Facilitate calibration sessions to align quality assessment criteria.
**Maintaining the Knowledge Base**: Ensure all resources are current and accessible for team members.
**Responding to Requests from the Quality Lead**: Provide timely support and information as needed.
**Implementing Continuous Improvement Initiatives**:Requirements/Qualifications(must have)**:To succeed in this role, you should ideally possess**:
Intermediate English Proficiency or Above.
Bachelor's Degree in a related field.
2-3 Years of Experience in the relevant industry.
Strong Analytical and Listening Skills.
Effective Communication and Interpersonal Skills.
Proficiency with Databases and Microsoft Office.
Knowledge of QA Terms, Tools, and Methodologies.
Analytical, Problem-Solving, and Decision-Making Skills.
Customer Service Competency.
Ability to Work Collaboratively in a Team Environment.
Experience Working with BPOs.
**Job skills required**: English, Microsoft Office, Data Analysis


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