Customer Service Quality Assurance Specialist

Job summary

Responsible for evaluating and reviewing agent responses, developing action plans for improvement, and initiating projects to optimize processes, consequently improving the customer service metrics. Additional responsibilities include maintaining and optimizing the internal CS knowledge base to ensure the accuracy of customer support information, and identifying pain points of service flows and improvement opportunities through in-depth data analysis to enhance overall customer satisfaction as a result.

Essential Responsibilities

- Coaching and reviewing the quality of agent responses, and proposing timely improvement plans.

- Knowledge Base Management: Maintaining the internal customer service knowledge base, ensuring accuracy, timeliness, and practicality to improve the efficiency of team operations.

- Website Content Updates: Responsible for updating and maintaining content on the Buying Page and Support Site, ensuring the accuracy and timeliness of information available to customers.

- Customer Service Data Collection and Analysis: Proactively collecting, organizing, and conducting in-depth analysis of customer support ticket data to identify common issues, trends, and potential service bottlenecks.

- Service Error Pattern and Root Cause Analysis: Identifying error patterns among customer service staff during service delivery and investigating their root causes to provide a solid data-driven basis for process optimization and training enhancements.

- Insight & Improve Reports: Regularly producing insight reports based on data analysis and proposing specific, actionable improvement plans to enhance productivity and customer experiences.

- Other support duties as required.

Job Requirements

Functional skills and knowledge

- Proven experience in customer service, QA (Quality Assurance), or related data analysis roles.

- Deep understanding of customer service processes and the customer experience.

- Proficient in data collection, organization, and basic analysis, with the ability to identify patterns from large datasets.

- Excellent written communication and organizational skills, capable of maintaining a knowledge base of content. Experience operating Knowledge Management Systems (KMS) or Content Management Systems (CMS).

- Familiarity with common data analysis tools or software.

Soft Skills

- Proactive, with strong independent problem-solving abilities and excellent cross-departmental communication and collaboration skills.

- Detail-oriented, with high standards for information accuracy and service quality.

- TOEIC score of 750 or above, with fluent communication skills in both Mandarin and English.

- Proven cross-departmental (or: cross-functional) communication and collaboration skills.

Work Experience

- 2-4 years of relevant experience in fields such as Customer Service, QA (Quality Assurance), Data Analysis, or Knowledge Management.

- Proven cross-departmental (or: cross-functional) communication and collaboration skills.

Education

- Bachelor's degree in Information Management, Statistics, Business Administration, Communications, or a related field.

- Candidates from non-related disciplines who possess outstanding analytical, problem-solving, and communication skills will also be considered (or: ...are also encouraged to apply).