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2018

Business Type : Logistics activities

Last Position : Learning and Development Associate (Ocha POS)

Period : July 2018  to February 2025

Job Description :

- Monitored calls and chat interactions to ensure compliance with quality standards and maintain exceptional customer service.
- Provided coaching to agents to improve their performance and customer interaction skills effectively.
- Compiled detailed QA reports and developed targeted improvement plans to enhance team productivity and service delivery.
- Conducted training sessions on updated SOPs and organized team-building activities, including workshops focused on soft skills development.
- Analyze data on employee performance to identify recurring mistakes.
- Utilize these insights to develop a targeted training program focused on refreshing and enhancing employee skills.
- Trained outsourced agents and QA teams for ShopeeFood projects, successfully managing and guiding the team through a 6 months project lifecycle.

2013

Business Type : -Not Specify-

Last Position : Customer Service Quality Assurance

Period : January 2013  to June 2018

Job Description :

- Conducted coaching sessions for agents to enhance performance using examples from call recordings and customer feedback.
- Evaluated agents based on qualitative and quantitative criteria, providing constructive feedback.
- Monitored live calls and systematically reviewed recorded calls to identify areas for improvement.
- Organized role-playing sessions to help agents better understand and implement new approaches.
- Prepared comprehensive QA reports.
- Conducted weekly and monthly calibration sessions with outsourced QA teams.