VN - Customer Service: Training & QA

About Ninja Van

Ninja Van is on a mission to dominate e-commerce logistics in Southeast Asia. We are one of the fastest growing startups in the region - founded in mid-2014, we have already won over 6,000 merchants and deliver more than 2 million parcels a month across six countries. In Jan 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.

At our core, we are a technology company that is disrupting a massive industry with cutting edge software and operational concepts. Driven by algorithm-based optimization, dynamic routing, end-to-end tracking and capacity balancing with partner fleets, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry. 

Responsibility:

• Controlling call quality by auditing agents’ performance and coaching; refresh training and testing weekly
• Monitoring BPO QA & Trainer Team by calibration and meeting weekly and quiz score of agent
• Monitoring Customer Satisfaction of CS by reporting CSAT, through NPS for action plans weekly
• Testing new agents from Inhouse and BPO Teams
• Updating new SOP from regional team, revising and aligning with related department and training for CS
• Reporting CSAT, QA, QA Rules, Bad complaint; CS & QA Quality and action plans to regional team bi-weekly
• Reporting QA achievements, pending issues and action plans in Management Team meeting weekly

 Requirements:

• 1 year experience working in QA for call center
• Have eyes for details
• Work independently
• Customer service focus
• Fair analytics skills

 Workplace: Binh Tan (HCMC)

Negotiable salary