This job has expired
Quality Assurance Specialist (Procedural Compliance & Quality Assurance)
atAgoda Services Co., Ltd.The Procedural Compliance & Quality Assurance Specialist (PCQA) reviews Customer Experience Agent interactions with all internal/external customers across a variety of contact channels. This role will review and score these interactions to ensure accurate information is provided professionally, courteously and consistently in a manner that supports our Customer Experience Promise.
- Evaluates Customer Experience Agent performance by rating effectiveness of service representatives via recorded monitoring and case audits, providing quality ratings.
- Verifies contact center results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
- Participate in monitoring and calibration sessions with team and internal leadership.
- Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience – with the ability to make recommendations beyond authority.
- Mentors new team members and encourages sharing among the PCQA team functions. Supports projects required for servicing customers – quality improvement initiatives and works on a variety of assigned special projects.
- Provides feedback to Manager suggesting methods to increase efficiencies and identify areas of opportunity to develop QA process and improve customer satisfaction.
- Analyzes trend report data from audits.
- Perform necessary research and work cross functionally to identify and suggestion process improvements for problem resolution as observed via audit process.
- Contributes to team effort by accomplishing related results as needed.
- Bachelor's degree in related field
- 3+ years of work experience, preferably in a quality assurance, customer service plus analytical reporting environment, or the equivalent in related work experience
- Good in English and additional language (Thai, Chinese or Indonesian)
- Experience in a Quality Assurance environment in a call center or the service industry
- Ability to communicate both written and orally with understandable instructions, accurately and effectively across different levels & cultural backgrounds
- Excellent customer service skills
- Must be able to use PC and have knowledge of Word, Excel, Internet, Outlook, etc.
- Must be self motivated, detail oriented
- Must work with a high sense of urgency and ability to learn and adapt in a fast paced environment
- Good problem solving & decision making skills
- Ability to handle multiple tasks at a time, work under pressure and work with minimal supervision
- Experience in Procedure Development and Process Improvement
- Ability to work independently and as a team and with both internally departments and other departments while adhering to monthly deadlines
- Self-motivated person with "Get it done!" attitude
- Pro-active and innovative approach, capable to think out of the box
Experience required
- 2 years
Career level
- Entry Level
- Middle Level
Job function
- Quality Assurance
- Customer Service
- Hospitality
Job type
- Full-time
Company overview
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq: BKNG), Agoda has a network of over 2,000,000 vacation rentals and ho ... Read more
Why join us: The Agoda Thailand offices are staffed by a team of multi-national professionals. We are expanding our business around the world and are looking for dynamic people to help the company grow. Agoda is located in the heart of Bangkok in the Offices at Central World, and offer huge career opportunities ... Read more
Benefits
- Five-day work week
- Flexible working hours
- Employee discount
- Gym membership
- Job training
- Paid holidays
- Performance bonus
- Overtime pay
- Health Insurance
- Maternity leave