Customer Experience Executive
Customer Experience Executive
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP Process and agent behavior
Auditing a team of front line agents across channels like Chat Call & Email for transaction quality and SOP adherence for Customer service
To maintain desired levels of productivity & accuracy on audits performed by self
To coach front line agents on overall SOP Process and new changes
Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects
DUTIES AND RESPONSIBILITIES:
Performs chat & call monitoring and provides trend data to the site management team.
Uses a quality monitoring data management system to compile and track performance at team and individual level.
Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.
Analyze CSAT ratings for the country/ BPO to identify customer pain points.
Flag non performing agents & support performance with coaching & feedback interventions via team leader
Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives
Participate in calibration calls to improve overall understanding & usage of QA Scorecard
Qualifications :
REQUIREMENTS:
Ability to speak read & write Thai & English Is mandatory
Good customer service skills and dedication to providing exceptional customer care
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
