Responsibilities
About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Quality Assurance Program Manager responsible for maintaining the highest level of Quality and Compliance.
Responsibilities:
- Quality Framework: Refresh and update the quality framework coordinating across regions and stakeholders to ensure it delivers the resolution aligned with company Process.
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- Quality Monitoring: Ensure effective monitoring, feedback and coaching to associates on a daily basis, with effective quality improvement
- Resolution: Identify quality improvements that will elevate associate ability to deliver true resolutions delivered to our customers and partners
- Efficiency: Identify productivity improvements that will elevate associate ability to handle more tickets with no impact to quality, or resolution
- Knowledge: Assess knowledge gaps impacting resolution or efficiency, conduct root cause analysis, develop and execute improvement plan
- Removing Friction: Partner with Regional Voice of Customer (VOC) and Training teams to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- Experience in giving feedbacks or have an understanding about feedback structure
Preferred Qualifications:
- BPO outsourced vendor experience is preferred, but not essential.
- Experience in e-commerce or marketplace platforms is advantageous
- Lean Six Sigma Yellow+ Belt qualification