Quality Assurance Specialist (Customer Service)

What's Your Mission?

Quality Assurance

• Develop and implement quality assurance standards and processes.
• Monitor and evaluate CSM interactions with customers to ensure compliance with company standards.
• Conduct regular audits and provide detailed feedback to CSMs.
• Identify and analyze trends and patterns in customer interactions to pinpoint areas for improvement.
• Collaborate with the Customer Success leadership to address quality issues and implement corrective actions.

Training and Development

• Design and deliver comprehensive training programs for new and existing CSMs.
• Develop training materials, including manuals, e-learning modules, and workshops.
• Conduct regular training sessions to keep CSMs updated on best practices, new tools, and processes.
• Evaluate the effectiveness of training programs through assessments and feedback from participants.
• Provide ongoing coaching and support to CSMs to enhance their skills and performance.

Performance Management

• Set performance benchmarks and develop metrics to measure the effectiveness of the Customer Success team.
• Track and report on key performance indicators (KPIs) related to customer satisfaction and success.
• Work with CSMs to develop individual development plans and career paths.
• Provide regular performance feedback and conduct performance reviews.

Process Improvement

• Identify opportunities to streamline and improve customer success processes.
• Collaborate with cross-functional teams to implement process changes.
• Stay updated with industry trends and best practices to ensure the Customer Success team remains competitive and efficient.

What You Bring?

• Preferably Bachelor's degree in Business, Communication, Education, or a related field.
• Advanced degrees or certifications in quality assurance, training, or customer success are a plus.
• Minimum of 1-2 years of experience in a quality assurance or training role, preferably within a customer success or customer service environment within a finance/payment industry.
• Language proficiency in English and Chinese is required.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively and influence others.
• Proficiency in using customer success and quality assurance tools and software.
• Detail-oriented with strong organizational skills.
• Ability to handle multiple projects and priorities simultaneously.
• Customer service professionals with an interest in quality assurance are encouraged to apply.

What's Your Mission?

Quality Assurance

• Develop and implement quality assurance standards and processes.
• Monitor and evaluate CSM interactions with customers to ensure compliance with company standards.
• Conduct regular audits and provide detailed feedback to CSMs.
• Identify and analyze trends and patterns in customer interactions to pinpoint areas for improvement.
• Collaborate with the Customer Success leadership to address quality issues and implement corrective actions.

Training and Development

• Design and deliver comprehensive training programs for new and existing CSMs.
• Develop training materials, including manuals, e-learning modules, and workshops.
• Conduct regular training sessions to keep CSMs updated on best practices, new tools, and processes.
• Evaluate the effectiveness of training programs through assessments and feedback from participants.
• Provide ongoing coaching and support to CSMs to enhance their skills and performance.

Performance Management

• Set performance benchmarks and develop metrics to measure the effectiveness of the Customer Success team.
• Track and report on key performance indicators (KPIs) related to customer satisfaction and success.
• Work with CSMs to develop individual development plans and career paths.
• Provide regular performance feedback and conduct performance reviews.

Process Improvement

• Identify opportunities to streamline and improve customer success processes.
• Collaborate with cross-functional teams to implement process changes.
• Stay updated with industry trends and best practices to ensure the Customer Success team remains competitive and efficient.

What You Bring?

• Preferably Bachelor's degree in Business, Communication, Education, or a related field.
• Advanced degrees or certifications in quality assurance, training, or customer success are a plus.
• Minimum of 1-2 years of experience in a quality assurance or training role, preferably within a customer success or customer service environment within a finance/payment industry.
• Language proficiency in English and Chinese is required.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively and influence others.
• Proficiency in using customer success and quality assurance tools and software.
• Detail-oriented with strong organizational skills.
• Ability to handle multiple projects and priorities simultaneously.
• Customer service professionals with an interest in quality assurance are encouraged to apply.