Total 2 Senior Executive Customer Logistics Representative job vacancies in Kuala Lumpur

Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP, Process and agent behavior

• Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service
• To maintain desired levels of productivity & accuracy on audits performed by self
• To coach front line agents on overall SOP, Process and new changes
• Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects

DUTIES AND RESPONSIBILITIES:

• Performs chat & call monitoring and provides trend data to the site management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of chat, Call, and email responses. Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.
• Provides feedback to call center team leaders and managers.
• Analyze CSAT ratings for the country/ BPO to identify customer pain points.
• Flag non performing agents & support performance with coaching & feedback interventions via team leader
• Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives
• Participate in calibration calls to improve overall understanding & usage of QA Scorecard

- Focuses, motivates, and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targets.
- Ensure that the team are handling day to day operational tasks in accordance with the established work processes and instructions.
- Assists management with hiring processes and new team member training.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Conducts team meetings to update members on best practices and continuing expectations.
- Delivers 1:1 conversation with Team members to address performance, work on the development and any other item.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.

Performance Management 
- Responsible for all operational performance & cadences of BPO
- Be a point of escalation for all deviations from the standard operational framework, KPI, and SOPs.
- Develop, Own, Improve & Maintain BPO KPIs while constantly finding ways to drive efficiency at the BPO.
- Working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and improve the overall customer experience.
- Co-own department systems, tools, SOPs, and overall customer experience.

Strategic Management
- Analyze reports and data from Tableau or legacy systems and drive operational or drive improvements at a program level.
- Facilitate weekly and monthly review meetings with the BPO partners & work closely with multiple stakeholders at central operations.
- Take ownership of daily, weekly & monthly reporting regardless of whether the local team or at BPOs.
- Use data to make calculated decisions or support improvement initiatives or even resolve existing issues within the workflow or processes.

Relationship Management
- Lead and manage the overall performance of the BPO by monitoring KPI, producing development plans to improve BPO performance.
- To perform ad hoc monitoring either remotely or side by side to ensure that the BPO is handling day-to-day operational tasks as well as customer escalations in accordance with established work process and instructions.