Specialist - Quality Assurance

Specialist Quality Assurance - Native Thai As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service. The Responsibilities of the Role: • Developing, maintaining, training and coaching the agents to enhance overall customer support. • Process review for improving the call flow efficiency and quality of call center agents (voice and e-services) • Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement. • Suggest or provide process opportunities and enhancements based on collected pain point data trends. • Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors. • Provide investigation, root cause analysis and case chronology when needed. • Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements. • Provide feedback to the TSM/CC manager for any opportunities on improvement. • Prepare and be part of R&R programs, arrangements and promotions. Qualifications • Excellent command of spoken and written Thai & English. • Minimum Degree in any related field (hardware). • Minimum 3-5 years experience with excellent disciplinary and performance track record. • Dynamic, highly motivated, and result-oriented team player with good interpersonal skills. • Ability to work in a challenging environment with good initiative and ability to work independently. • L2.0 Technical expertise is an advantage.