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Collections, Team Lead

atGrab
Job Description
Get to Know the Role:
Responsible for assessing the quality of the performance of our contact center associates who deal with our existing and potential users. The QA will monitor inbound and outbound call, emails, and chat responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing contact center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall experience.
The Day-to-Day Activities:
  • Participates in design of contact monitoring formats and quality standards.
  • Performs call, email, and chat monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of consumer care email responses.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates calibration sessions for contact center staff.
  • Provides feedback to contact center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
The Must-Haves:
  • 2-3 years Contact Center Experience
  • Bachelor Degree
  • Excellent verbal, written and interpersonal communication skills in both Thai and English
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Salary
  • Negotiable
Job type
  • Full-time
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Company overview

Size:2000-5000 employees
Industry:Mass Transportation
Location:Bangkok
Website:www.grab.com/th
Founded in:2012
Ranking:4/5

Grab Thailand believes in a strong social mission to improve the lives of taxi drivers and passengers in Thailand, as well as to revolutionise the Thai taxi industry. Please join us at Grab in making a difference in Thailand. At Grab, we believe in driving change. We don’t build stuff just becaus ... Read more

Why join us: At Grab, we do what we love, and love what we do. Data-driven, passion-fueled – this is how we create cutting-edge Grab awesomeness. We will fly shortlisted applicants from around the world to meet with us at Grab.

Head office: เลขที่ 1575/1 อาคารชัยสงวน ถนนเพชรบุรีตัดใหม่ แขวงมักกะสัน เขตราชเทวี กรุงเทพฯ 10400
Display map
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Benefits

  • Professional development
  • Employee discount
  • Five-day work week
WorkVenture gives you an inside look at what it's like to work at Grab, office & team photos, reviews and more. This is the Grab Company Page. All content is posted anonymously by employees currently or previously working at Grab.Luxury Hotels-3Luxury Hotels-11Luxury Hotels-12Luxury Hotels-15