Customer Service QA Supervisor

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Review the customer service and engineer staffs Productivity and Quality to always in the highest standards of customer service and maintaining these standards by continuous evaluation of Customer Service and Engineer performance during giving resolution to customer. Help Support Manager and Customer Service Manager identify malfunctions and to improve customer service.
Job Descriptions
  • Produce the Productivity and Quality report for Support Team (CS and engineers)
  • Analyze the support team quality service performance by giving comment in every samples ticket in the report
  • Present the Monthly Productivity and Quality Result to Support Leaders
  • Join One on One meeting with each team member to address the finding
  • Compile the monthly report to become the 3 months, semester, yearly Productivity and Quality report
  • Produce the Monthly / semester/yearly Customer Survey Report and
  • Present the Monthly / Semester / Yearly Customer Survey Report to all Managers
  • Collect action plan from each HOD related issue found in Customer Survey Report and following up the implementation till the task done
  • Working together with Support Manager and Customer Service Manager to define the training needed based on Monthly Productivity and Quality Result
  • Working closely with customer service manager to ensure proper customer service is always being delivered
Qualification
  • S1 Accounting or any related major
  • 3-5 Years in QA or other related field