Customer Service QA Specialist (Thailand)
Quality assurance for customer service involves processes and techniques designed to monitor, assess, and improve the quality of customer interactions and experiences. Ensuring high-quality customer service is essential for customer satisfaction, retention, and building a positive brand reputation.
Cartrack is one of the largest vehicle telematics companies globally with over 1,600,000 million active users and collecting over 100 billion data points across 23 Countries, on the low end, on a monthly basis. We continuously strive to push the envelope forward by innovating and creating optimal solutions for our clients, whilst incorporating a very much start up culture.
Appreciate your perusal on our company background prior to the interview
www.cartrack.com
Responsibilities
Call Assessment & Scoring
- Review and evaluate inbound and outbound calls based on company quality standards.
- Score each interaction using set criteria such as communication, problem-solving, and policy compliance.
Performance Feedback
- Provide daily feedback to customer service agents and their supervisors.
- Clearly explain strengths and areas for improvement to help agents grow professionally.
Reporting & Analysis
- Compile agent scores and prepare monthly team performance reports.
- Highlight team trends and identify areas that need improvement.
Team Feedback & Improvement
- Share monthly summary feedback with managers and supervisors.
- Work with management to create improvement strategies based on team performance insights.
Requirement
- Minimum 5 years experiences of Customer Service QA/QC, Collection QA/QC or related to Service Quality Assurance.
- Good Command in English
- Bachelor's Degree in any field.
- Ability to notice subtle aspects of customer interactions, ensuring accuracy and compliance with quality standards.
- Capability to analyze customer service calls objectively, identifying both strengths and areas for improvement.
- Proficiency in providing constructive guidance and coaching to enhance agent performance.
- Exceptional ability to actively listen and comprehend customer conversations, recognizing underlying concerns and sentiments.
- Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.
- Department
- Technical & Operations
- Role
- Quality Assurance Specialist
- Locations
- Thailand, Bangkok