Transaction Customer Service Quality Management

Roles & Responsibilities

1 .Empower businesses from multiple perspectives such as service standard formulation, SOP implementation, and business process design to continuously improve merchant service quality
2. Gain insight into merchant service process experience through service feedback, user research, and other methods, and establish complete key indicators. Results (CSAT/NPS, etc.) and data monitoring system, output quality measurement results with high confidence
3. Coordinate the promotion of daily quality inspection work, formulate quality management strategies, and be objective from multiple dimensions such as processes, products, and personnel. Monitor merchant service levels
4. Through insights from the quality management process, connect industry operations, products, governance, training and other teams to continuously optimize the merchant operating environment and platform empowerment tools, and continuously optimize the management of front-line students.

Qualifications

1. Familiar with quality management working methods, preference will be given to those with more than 3 years of relevant experience in customer service quality inspection management, and those with successful practical experience integrating quality training will be preferred
2. Have excellent communication and collaboration skills, strong project management skills and the ability to promote cross-department business, and strong results delivery and process management capabilities
3. Clear logic, strong business understanding, and rapid understanding of business product systems learning ability.