Customer Service QA Specialist

Responsibilities:

1. Conduct multi-channel service quality inspections, including calls, emails, and tickets, for the assigned customer service team to ensure communication complies with corresponding business operation standards.

2. Regularly produce quality analysis reports to identify common issues, trends, and potential risk points, and provide improvement suggestions to report to the headquarters quality and training team.

3. Follow up and track issues identified during quality inspections, collaborating with the training and operations teams to drive service quality improvements.

4. Optimize quality check standards, scorecards, and process guidelines to ensure consistency and fairness in evaluations.

5. Participate in the optimization and updating of customer service SOP documents to ensure alignment between operational standards and actual practices.

6. Support quality monitoring and initial coaching for new project launches to ensure a stable customer experience.

Requirements:

1. Bachelor's degree, preferably in English or Sales-related fields.

2. Minimum of 1 year of experience in call center or e-commerce customer service quality assurance; familiarity with Zendesk or similar systems is preferred.

3. Strong logical thinking, data interpretation, and communication skills.

4. Detail-oriented, with a strong sense of responsibility, fairness, and the ability to work under pressure.

5. Excellent cross-team communication and improvement facilitation skills.