Customer Experience QA Analyst

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you’ll do:

• Regular monitoring of performance and the compliance to the company standards and policies by the agents.

• Facilitate the definition of in-house quality procedures, standards, and specifications, and perform coaching sessions to improve customer service quality

• Assessing customer requirements and ensuring that these are met.

• Prepare regular management and technical reports, and provide suggestions for improvement based on analysis of data.

• Identify opportunity for improvement of QA workflow, work efficiency, work quality and work innovation, and act as a catalyst for change

• Monitor and analyse the data on CSAT and NPS, familiar in any form of scorecards 

• Provide support on the analysis of contact reasons by the customers.

• Perform other related duties as assigned.

What you'll need:

• Bachelor Degree qualification and above

• Minimum 1 year of working experience in Service Quality or call centre

• Proficient in both Chinese Mandarin and English (both verbal and written)

• Proficient in Microsoft Office and Google Suite applications

• Able to work shifts (including weekends, public holidays, overnight)

• Excellent in data analysis, presentation, and dealing with complexity

• Ability to understand and execute complex written and verbal instructions

• Able to deliver excellent customer service, externally and internally

• Flexibility, proactive and perseverance

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.