Customer Service Quality Specialist
2 weeks ago
**Responsibilities**:
- Perform quality assessments as per the framework across the product and customer service operations space
- Monitor and be responsible for all quality assurance metrics across assigned regions/products
- Review and update key workflow changes, operations process and infosec critical elements across the scoring mechanism
- Analyze data from assessment scores and I/D trends on customer experience failure points
- Own and conduct business reviews with team leaders, while engaging with training teams to drive actions and measure progress
- Collaborate with external vendors to train on QA frameworks and develop reporting mechanisms
- Work with technology teams to test and improve the QMS tool
Qualifications:
- BA/BS degree with minimum 3+ years of relevant experience in the Quality domain or equivalent
- Experience in conducting large scale audits efficiently and good understanding of QA Scores
- Proficient in data analytics tool (e.g. MS Excel, Tableau)
- Strong oral and written communication skills
- Experience in advertisement/digital technology is a plus
- COPC or Six Sigma experience/certification is a plus but not a requirement
Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247
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