Job Descriptions:

 ·       Conduct thorough audits of live chat interactions to ensure adherence to established quality standards and provide constructive feedback to customer support representatives for continuous improvement.

·       Review website content to ensure accuracy, clarity, and alignment with company messaging, and collaborate with the Marketing team to facilitate accurate and culturally sensitive translations as needed.

·       Participate in monthly calibration sessions with the customer support team to ensure consistency in evaluation criteria and collaborate with team leads to address any discrepancies while aligning on quality expectations.

·       Conduct audits of sales calls to assess the quality of communication, adherence to scripts, and overall customer experience, providing feedback to the sales team to enhance their effectiveness and customer satisfaction.

·       Generate and analyze monthly reports on customer support metrics, including CSAT scores, identifying trends and areas for improvement, and collaborating with relevant teams to implement enhancements.

Job Requirements:

·       Educational background: Candidate must possess at least a Diploma/Advanced/Higher/Graduate Diploma in any field.

·       1 - 2 years’ experience in Customer Service or Quality Assurance, specializing in contact centers, preferably in a virtual environment (LiveChat).

·       Fluency in both English and Thai.

·       Able to work independently in a remote setup.

·       Stable internet required.

·       Strong attention to detail, with the ability to identify nuances, patterns, and areas for improvement within customer interactions.

·       Excellent analytical and problem-solving skills, enabling the interpretation of data and identification of trends to drive quality improvements.

·       Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback to agents and Team Leaders.

·       Ability to adapt quickly to changing priorities and successfully operate in a fast-paced team environment.

·       Strong teamwork and collaboration skills, facilitating effective engagement with supervisors and team leaders in implementing quality initiatives.

·       Excellent time management skills, allowing for the prioritization of tasks, meeting deadlines, and handling multiple projects simultaneously.