服务质量运营-抖音电商
Core
Conduct daily quality assurance (QA) of customer service interactions (text/voice) for a live e-commerce platform, focusing on resolution rates, script compliance, and complaint prevention.
Role type
Quality Assurance Analyst (E-commerce Customer Service)
Builds
Quality assurance reports and process optimization initiatives for the e-commerce platform.
Domain
E-commerce / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, process optimization, customer service rule interpretation, root cause analysis, stakeholder coordination
Preferred skills
Data visualization, training program design
Responsibilities
Monitor and evaluate customer service interactions against service standards; Analyze QA data to identify high-frequency issues and business risks; Optimize QA standards and workflows based on e-commerce business logic; Develop and track personalized improvement plans for underperforming agents.