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Customer Service Quality Specialist
1 semana atrás
Job Overview
Randstad is committed to delivering exceptional customer experiences. We are seeking a Quality Analyst to join our team of professionals dedicated to excellence.
About the Role
This role involves monitoring, evaluating, and auditing inbound and outbound calls, as well as other contact methods like chat and email. The ideal candidate will have a proven track record in call center operations and be fluent in Mandarin with advanced knowledge required.
Key Responsibilities
- Monitor and evaluate a selection of inbound and outbound calls, as well as other contact methods.
- Report evaluation results to key stakeholders, including quality leadership, operations, clients, account management, and resource unit partners.
- Participate in calibration sessions and call listening sessions to ensure scoring consistency and share best practices.
- Contribute to internal quality audits, providing valuable insights for ongoing improvement.
- Maintain a strong program knowledge base, ensuring a solid understanding of client products, services, and program strategies.
Requirements
- 12th grade or equivalent education.
- Fluent in Mandarin (advanced knowledge required).
- Fluent in English (advanced knowledge required).
- Previous call center experience is essential.
- Previous auditing experience is preferred.
Benefits
We offer a competitive salary, meal allowance, performance bonus, language bonus, and opportunities for professional growth and development.
