SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description:Quality Assurance Reviews: Conduct weekly quality checks on customer service agents' performance and perform coaching to agents based on quality assessment results.
Reporting and Documentation: Prepare clear and concise reports documenting findings from quality assurance reviews activities. Communicate these findings to relevant stakeholders and provide recommendations for remedial actions.
Process Improvement: Collaborate with the CS teams to identify process inefficiencies and propose enhancements to streamline processes.
Training and Education: Assist in developing and delivering customer service training programs to employees across the organization to raise awareness and understanding of customer service and customer experience.
Requirements:Bachelor's degree in any related field (or equivalent work experience).
Knowledge of customer service frameworks and systems
Experience in conducting quality assurance reviews or audits within the financial services industry.
Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
Detail-oriented with exceptional documentation and report-writing skills.
Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
Ability to work independently and prioritize tasks to meet deadlines.#J-18808-Ljbffr