美团Keeta-Quality Analyst
任职要求
Proven experience ( Typically 2+ years) in a quality assurance role or a senior agent role, preferably within a contact center environment
Fluency in both Arabic & English. Mandarin would be an advantage.
Strong understanding of quality assurance methodologies and best practices in Customer Service.
Experience in monitoring and evaluating chats, email and voice interactions & ability to design…工作职责
Evaluation & Monitoring: Systematically monitor and evaluate agent interactions across email, chat, and voice calls against established quality standards and performance metrics. Identify failures and potential failures to recommend action plans/preventive actions and communicate results to the team. Analyze root causes for errors and collaborate with relevant teams to implement corrective and preventive measures. Coaching & Feedback: Provide timely, objective and constructive feedback to agents based on conducted evaluation results, highlighting strengths and areas needing improvement. Participate in coaching sessions to enhance agent skills and knowledge. Conduct regular calibration sessions to ensure consistent quality assessment across the teams. Quality Assurance Contribution: Contribute to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices. Identify trends and patterns in agent performance and customer interactions to recommend process improvements. Be up-to-date with all the changes and provide on the floor support to operations if needed. Analyze complaints & DSAT to identify root cause & drive improvements. Training Support: Collaborate with the training team to identify training needs based on quality monitoring findings and contribute to the development of training materials and programs. Work closely with the training team to help improve new hire quality. Performance Reporting: Present findings and insights to management, highlighting key areas for improvement. Generate regular reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores. Compliance & Best Practices: Ensure compliance with industry standards, company policies, and regulatory requirements for all audited interactions. Promote a culture of quality, accountability, and continuous improvement within the customer service function.
1.基于业务目标要求，制定长短期补贴投入规划，统筹业务方补贴策略保障规划落地； 2.搭建获客投放的效率评估机制，调优资源分配，牵引业务迭代策略； 3.剖析用户交易行为，洞察不同补贴工具/补贴项目对交易增长的驱动作用，调优补贴分配，牵引业务策略迭代； 4.负责各类资源项目的效率评估，关注新工具的潜力，找到高效投入的机会点； 5.参与重要补贴项目的目标制定、实验设计、过程监控、效率及效果评估，推动项目按规划落地。 Job Responsibilities: 1. Develop long and short term subsidy investment plans based on business objectives and coordinate subsidy strategies to ensure plan implementation; 2. Build an efficiency evaluation mechanism for customer acquisition, optimize resource allocation, and drive business strategy iteration; 3. Analyze user transaction behavior, gain insight into the impact of different subsidy tools/promotions on order growth, optimize subsidy allocation, and drive business strategy iteration; 4. Responsible for efficiency evaluation of various resource projects, monitor the potential of new tools, and identify opportunities for efficient investment; 5. Participate in goal setting, experimental design, process monitoring, efficiency and performance evaluation of key subsidy projects to ensure project implementation as planned.
1.Monitor real-time data conversion efficiency across on/off-platform channels, diagnose performance fluctuation causes, and drive strategy optimization to ensure DAU growth and homepage conversion rates. 2.Oversee demand management for traffic-related products (home page, search, recommendation, transactions, push notifications), coordinate R&D implementation, and mitigate launch risks. 3.Propose differentiated traffic allocation strategies that align with business objectives.
1、基于业务目标要求，制定长短期补贴投入规划，统筹业务方补贴策略保障规划落地； 2、搭建用户端增长抓手的效率评估机制，调优资源分配，牵引业务迭代策略； 3、剖析用户交易行为，洞察不同补贴工具/补贴项目对交易增长的驱动作用，调优补贴分配，牵引业务策略迭代； 4、负责各类资源项目的效率评估，关注新工具的潜力，找到高效投入的机会点； 5、参与重要补贴项目的目标制定、实验设计、过程监控、效率及效果评估，推动项目按规划落地。 Job Responsibilities: 1、Based on business goals, develop both short-term and long-term subsidy investment plans, and coordinate with business teams to ensure effective implementation of subsidy strategies. 2、Build an efficiency evaluation mechanism for user-side growth levers, optimize resource allocation, and guide business strategy iteration. 3、Analyze user transaction behaviors to identify how different subsidy tools and programs drive transaction growth, and refine subsidy allocation to support business strategy adjustments. 4、Evaluate the efficiency of various resource projects, explore the potential of new tools, and identify opportunities for high-return investments. 5、Participate in setting goals, designing experiments, monitoring processes, and evaluating the efficiency and effectiveness of key subsidy projects to ensure smooth execution as planned.
The Coordinator – Incident Safety Operations is responsible for leading the daily execution of safety-related incident response during their assigned shift. This includes managing operational flow, supervising a multidisciplinary team (analysts and specialists), and ensuring real-time decision-making adheres to internal protocols and quality standards. Key responsibilities include: Coordinating shift-level operations across all business lines (Drivers, Clients, Business Units) Supervising case queues, distributing workload, and ensuring efficient response times Acting as the primary point of escalation for complex or sensitive cases Ensuring complete and accurate documentation of incidents and shift handovers Collaborating with fellow coordinators to ensure operational consistency across shifts Supporting management with insights, reports, and performance data Monitoring SOP compliance and promoting continuous process improvement Partnering with Training, Quality, and Workforce teams to optimize team performance The coordinator is expected to maintain high standards of operational rigor and ensure that safety, service quality, and team accountability are upheld during every shift.