1. Service Quality Management (40%) 

• Ensure service quality within the Customer Service department, including the Request Handling Team and the Complaint Resolution Team.
• Evaluate, monitor, and consolidate call data; propose necessary actions to maintain service standards and quality. 

2. Process Improvement & Performance (30%) 

• Collaborate with Team Leaders, Managers, and Staff to develop and implement initiatives to improve quality.
• Develop KPIs, benchmarks, and training materials for skill development programs.
• Participate in training and retraining sessions. 

3. Reporting & Other Tasks (30%) 

• Report on service performance and propose improvement strategies.
• Perform other tasks as assigned by direct supervisors.

• Graduated from college/university in a related field.
• At least 1 year of experience in a similar role or 2–3 years in a senior role supporting QA in the customer service industry.
• English: Proficiency in all four skills is an advantage.
• Strong training and coaching skills.
• Ability to develop employee development plans.
• Effective communication, call analysis, issue identification, and problem-solving skills.
• Detail-oriented and highly responsible.
• Proactive and flexible in problem-solving.
• Willing to learn, improve, and enhance service quality.

• Social Insurance & Health Insurance.
• Annual travel, team building, year-end party.
• Annual Leave: 12 days.
• Excellent and competitive salary with 13th-month salary.
• Startup environment, young, dynamic, work hard, play hard.
• Working time: 5 days/week and flexible accord to job positions.