Customer Success Quality Assurance

You’ll do

1. Quality Monitoring and Evaluation:

• Monitor and evaluate customer interactions ( emails, chat, etc.) to ensure adherence to quality standards.
• Assess communication for accuracy, professionalism, and compliance with company policies and standard
• Identify training or coaching needs and opportunities for process improvements based on evaluation results.
• Ensure all customer interactions comply with relevant regulations and company policies.
• Maintain accurate and up-to-date records of quality assessments and feedback provided.

2. Reporting and Feedback:

• Provide detailed feedback to Customer Success team members on their performance throughout QA score
• Prepare and present regular quality reports to management, highlighting trends, insights, and areas for improvement.
  
  

3. Process Improvement:

• Collaborate with the Customer Success Manager to develop and implement quality improvement initiatives and CS workflow (if any)
• Work with cross-functional teams to enhance processes and tools that support customer interactions.
• Conduct root cause analysis for identified quality issues and recommend corrective actions.
  
  

4. Training and Coaching:

• Create and update training materials, including manuals, guidelines, and best practice documents.
• Support to coach team members to ensure consistent quality in customer interactions and product knowledge

• Bachelor's degree preferred (Bachelor of Management of Quality, Business Administration, Economics…)
• 2+ years of Customer Success Agents experience
• English: Advanced level
• Implementation of corrective action programs experience
• Strong computer skills including Microsoft Office, QA applications, and databases
• Knowledge of tools, concepts, and methodologies of QA
• Solid knowledge in effective usage of data analysis tools and statistical analysis

• Salary range: Negotiate
• Performance review and competency evaluation: 2 times per year.
• Lunch meal + Parking fees provided.
• Annual performance bonus & 13th – month salary: up to 3-month salary (based on your devotion and business efficiency)
• Holiday bonus & Company trip
• Remote working days: 12 days per year
• Annual leaves: 12 days per year
• Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,…
• Training program: ensure to cover product training for all newbie and other training programs according to the Company’s policy