Customer Service Quality Assurance Specialist

7 hours ago

Taichung City, Taiwan RHINOSHIELD Full time NT$2,400,000 - NT$4,200,000 per year

【Job summary】

Responsible for evaluating and reviewing agent responses, developing action plans for improvement, and initiating projects to optimize processes, consequently improving the customer service metrics. Additional responsibilities include maintaining and optimizing the internal CS knowledge base to ensure the accuracy of customer support information, and identifying pain points of service flows and improvement opportunities through in-depth data analysis to enhance overall customer satisfaction as a result.

【Essential Responsibilities】

  • Coaching and reviewing the quality of agent responses, and proposing timely improvement plans.

  • Knowledge Base Management: Maintaining the internal customer service knowledge base, ensuring accuracy, timeliness, and practicality to improve the efficiency of team operations.

  • Website Content Updates: Responsible for updating and maintaining content on the "Buying Page" and "Support Site," ensuring the accuracy and timeliness of information available to customers.

  • Customer Service Data Collection and Analysis: Proactively collecting, organizing, and conducting in-depth analysis of customer support ticket data to identify common issues, trends, and potential service bottlenecks.

  • Service Error Pattern and Root Cause Analysis: Identifying error patterns among customer service staff during service delivery and investigating their root causes to provide a solid data-driven basis for process optimization and training enhancements.

  • Insight & Improve Reports: Regularly producing insight reports based on data analysis and proposing specific, actionable improvement plans to enhance productivity and customer experiences.

  • Other support duties as required.

【Job Requirements】

Functional skills and knowledge

  • Proven experience in customer service, QA (Quality Assurance), or related data analysis roles.

  • Deep understanding of customer service processes and the customer experience.

  • Proficient in data collection, organization, and basic analysis, with the ability to identify patterns from large datasets.

  • Excellent written communication and organizational skills, capable of maintaining a knowledge base of content. Experience operating Knowledge Management Systems (KMS) or Content Management Systems (CMS).

  • Familiarity with common data analysis tools or software.

【Soft Skills】

  • Proactive, with strong independent problem-solving abilities and excellent cross-departmental communication and collaboration skills.

  • Detail-oriented, with high standards for information accuracy and service quality.

  • TOEIC score of 750 or above, with fluent communication skills in both Mandarin and English.

  • Proven cross-departmental (or: cross-functional) communication and collaboration skills.

【Work Experience】

  • 2-4 years of relevant experience in fields such as Customer Service, QA (Quality Assurance), Data Analysis, or Knowledge Management.

  • Proven cross-departmental (or: cross-functional) communication and collaboration skills.

【Education】

  • Bachelor's degree in Information Management, Statistics, Business Administration, Communications, or a related field.

  • Candidates from non-related disciplines who possess outstanding analytical, problem-solving, and communication skills will also be considered (or: also encouraged to apply).

  • Quality Assurance Specialist

    7 hours ago

    Taichung City, Taichung City, Taiwan Air Liquide Full time

    This position is part of the Air Liquide Advanced Materials Business Unit which focuses on highly specialized molecules that support the electronics industry.Reporting to the Quality Ops Manager, the Quality Assurance Specialist will achieve site goals in the areas of manufacturing quality, technology advancement, productivity, off-spec elimination,...

  • Quality Assurance Specialist

    7 hours ago

    Sindian, New Taipei City, Taiwan Cook Medical Full time $90,000 - $120,000 per year

    The Quality Assurance Specialist is responsible for supporting the implementation and maintenance of the Quality Management System (QMS) in compliance with applicable international standards and regulatory requirements. This role develops, implements, and maintains procedures within the QMS, and ensures it is effectively executed, maintained, and understood...

  • Manager, Quality Assurance

    2 weeks ago

    Taipei, Taipei City, Taiwan Coupang Full time NT$900,000 - NT$1,200,000 per year

    Company IntroductionCoupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.Our services in Taiwan include "Rocket Delivery" which offers next-day delivery for a wide selection of items at affordable prices, "Rocket Oversea" which offers...

  • Customer service senior specialist

    7 hours ago

    Hsin-tien, New Taipei City, Taiwan Kimberly-Clark Full time NT$420,000 - NT$840,000 per year

    Job DescriptionCustomer service senior specialistPrimary LocationTaipei OfficeAdditional LocationsWorker TypeEmployeeWorker Sub-TypeRegularTime TypeFull time

  • Customer Service Specialist

    7 hours ago

    Taipei, Taipei City, Taiwan Coupang Full time $40,000 - $80,000 per year

    Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.Our services in Taiwan include "Rocket Delivery" which offers next-day delivery for a wide selection of items at affordable prices, "Rocket Oversea" which offers free international...

  • Product Assurance Specialist

    7 hours ago

    Taipei, Taipei City, Taiwan Superinsight Full time $60,000 - $120,000 per year

    We're seeking aProductAssuranceSpecialistto lead manual testing, write and maintain test cases, coordinate releases, and create documentation and tutorials. You'll ensure our web applications, APIs, and AI-powered features arereliable, well-documented, and production-ready, acting as the central point for QA and release readiness.About Us is one of the...

  • Software Quality Assurance Engineer

    7 hours ago

    Taoyuan City, Taoyuan City, Taiwan ThingsX Full time NT$60,000 - NT$120,000 per year

    Company DescriptionThingsX is a leading player in the Internet of Things (IoT) industry, specializing in innovative products and services that enhance efficiency, sustainability, and convenience. Our team of dedicated professionals collaborates closely with clients to design bespoke solutions tailored to meet specific needs across various industries. We...

  • Customer Support Specialist

    7 hours ago

    Taipei, Taipei City, Taiwan BYDFi Full time NT$500,000 - NT$800,000 per year

    Company DescriptionBYDFi is a globally recognized social trading platform established in 2020, offering professional and innovative cryptocurrency trading services for investors worldwide. With the motto "BUIDL Your Dream Finance," BYDFi revolutionizes the trading experience with an intuitive user interface and advanced tools. The platform empowers users...

  • Customer Service Specialist

    7 hours ago

    Taipei, Taipei City, Taiwan DevloiT Full time NT$250,000 - NT$500,000 per year

    WHAT YOU WILL OWN:Assist customer issues via chat with excellent quality customer service.Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively.Listen attentively to customer needs/concerns and demonstrate empathy while maximising opportunity to build rapport with the...

  • Quality Assurance Engineer I

    7 hours ago

    Taipei, Taipei City, Taiwan Peloton Interactive Full time NT$900,000 - NT$1,200,000 per year

    ABOUT THE ROLEPeloton is looking for Software Quality Assurance Engineers to join our QA team. This role will be mainly focused on Android application test, Android system test, Bike/Tread/Row full system test. The candidate will also be developing the test cases and issue tracking.YOUR DAILY IMPACT AT PELOTONTest execution with precision and efficiency and...