质检（J93011）
Core
Monitor and evaluate customer service interactions (calls, chats, tickets) to ensure quality standards and drive service improvements.
Role type
Quality Assurance Specialist (Customer Service)
Builds
Service quality reports, training materials, and updated SOPs for customer support teams.
Domain
Internet / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Quality monitoring, data analysis, report generation, cross-functional collaboration, process optimization, rule calibration
Preferred skills
Building QA frameworks, automated QA project experience, AI customer service QA logic
Technologies
Nice, Verint, CRM, Excel, BI tools
Responsibilities
Monitor and score customer service interactions; identify service issues and document典型案例; generate weekly/monthly quality reports with visualizations; analyze data to link service metrics with customer experience; collaborate with training to convert findings into training content; work with process teams to iterate SOPs; organize calibration meetings to standardize scoring; update QA rules to adapt to business changes.