Shopee – Metro Manila – Quality Assurance Specialist Shopee – Manila, Metro Manila Listing description » Conduct quality audits assuring company standards are maintained » Reinforce process changes and enhancements through consistent monitoring and feedback » Review and audit incidents and investigate customer survey responses. » Ensure that quality is being applied objectively and significantly to help Agents deliver exemplary customer service » Monitor calls, email and chat tickets; scrub CSAT tickets to single-out agent-related or and business-related causative factors » Provides structured and timely recommendation through verbal and/or written feedback to Quality manager/Manager » Initiate Quality Talk for new hires post-training to determine readiness and supplement concepts that were learned in the classroom » Develop and conduct team QA refresher to address QA deficiencies and/or improvement opportunities Requirements: » At least 2 years in college » Minimum of 2 years’ practice as a QA »…
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