Quality Assurance - Customer Success Associate (ID)

  • Department

    Customer Success
  • Employment Type

    Full Time
1 What You'll Do

As a Quality Assurance to Customer Success team, your main responsibility is to evaluate support interactions between our Customer Success team with our customers; You must maintain a high and consistent level of support quality across the team.

  • Maintain and develop internal support and customer success quality standards;
  • Review a subset of support team’s conversations (calls, emails, chat, etc);
  • Assess support interactions based on internal standards;
  • Accompany evaluations with meaningful and constructive feedback;
  • Analyze all customer success metrics and how the support team’s performance affects those KPIs;
  • Create strategies to improve support KPIs;
  • Help the team improve their performance with specific instructions and constant support;
  • Map the need for training and onboarding programs for the Customer Success team and initiate these projects.

2 Qualifications

  • +1 years work experience in Customer Success as Quality Assurance.
  • Great people skills
  • Proven track record of analytical skills;
  • Strong individual performer with excellent communication and interpersonal skills,
  • Proficient in English (both written/verbal communication skills)
  • Ability to learn fast and adapt well to changes: We are scaling fast, and with that comes a lot of growth opportunities for someone willing to grow with us!
  • Embodies our key company values: We are looking for team members who are humble, hungry, and mission-driven.

3 Life At ErudiFi

Join us in making education affordable for youths in Southeast Asia!

ErudiFi is a technology company on a mission to build a better future for youths in Southeast Asia; the team consists of people who are humble, hungry, and mission-driven.

We are passionate about enabling access to equal opportunities through education. Our platforms include Bukas in the Philippines and Danacita in Indonesia.

Work at ErudiFi is mission-driven and collaborative. The collaboration of quality talented missionaries in this regional company will expose you to a high-end, fast-paced innovation with a promise to witness the impact of the work you’ll be championing for the mission.

Working at ErudiFi means you care about uplifting education in Southeast Asia, beginning in Indonesia and in the Philippines. This is a difficult mission ErudiFi has embarked on, but it only deserves the best people in it to help solve the problem.

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