Senior Customer Service Operations Specialist

We are seeking an experienced Service Operations Specialist to serve as the core of quality and customer experience within our service department. You will be responsible for establishing and maintaining excellent service standards. Through systematic quality monitoring, effective employee enablement, and in-depth customer insights, you will drive the continuous improvement of overall service quality and customer satisfaction. Key Responsibilities 1. Quality System Management & Optimization - Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans. - Be responsible for the establishment, implementation, and iteration of the quality inspection processes and standards within the service department to ensure unified service quality 2. Training Development & Employee Enablement - Conduct new hire onboarding training and ongoing skill enhancement programs for existing staff, developing training materials, creating training plans, and organizing assessments based on business needs. - Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings. 3. Customer Experience Insights & Optimization - Respond to, collect, and analyze customer feedback and suggestions to identify experience pain points and translate them into actionable optimization requirements. - Collaborate with cross-functional teams (e.g., Product, Technology, Business) to drive the implementation of experience improvement initiatives and monitor their effectiveness.

Quality System Management & Optimization: Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans. Establish, implement, and iterate quality inspection processes and standards within the service department to ensure unified service quality. Training Development & Employee Enablement: Conduct new hire onboarding training and ongoing skill enhancement programs, develop training materials, create training plans, and organize assessments. Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings. Customer Experience Insights & Optimization: Respond to, collect, and analyze customer feedback and suggestions to identify experience pain points and translate them into actionable optimization requirements. Collaborate with cross-functional teams to drive implementation of experience improvement initiatives and monitor their effectiveness.