Job description
Responsibilities
Develop and continuously optimize customer service quality standards, evaluation systems, and assessment indicators.
Monitor and randomly check communication records between customer service and users (including online chats, emails, and phone calls) to ensure service quality meets standards.
Provide feedback, coaching, and improvement suggestions to the customer service team based on quality inspection results, continuously enhancing service levels.
Design and implement training programs for new employees and ongoing training.
Write and maintain training materials, SOPs, knowledge bases, and related documents.
Analyze customer service quality data, identify issues, and propose optimization solutions.
Collaborate closely with operations and customer service teams to continuously improve user experience.
Regularly produce quality inspection and training-related reports, tracking training effectiveness and service quality performance.
Requirements
More than 3 years of experience in customer service quality inspection (QA), training, or customer operations.
Familiar with customer service processes, service quality management systems, and related operational mechanisms.
Experience in building training systems and implementing training projects.
Excellent communication, coaching, and expression skills.
Fluent in both Chinese and English, able to conduct training in Chinese and communicate across teams.
Strong data analysis skills, problem analysis, and resolution abilities.
Ability to work independently while efficiently collaborating with cross-departmental teams.