1. Conduct multi-channel service quality inspections, including calls, emails, and tickets, for the assigned customer service team to ensure communication complies with corresponding business

operation standards.

2. Regularly produce quality analysis reports to identify common issues, trends, and potential risk points, and provide improvement suggestions to report to the headquarters quality and training

team.

3. Follow up and track issues identified during quality inspections, collaborating with the training and operations teams to drive service quality improvements.

4. Optimize quality check standards, scorecards, and process guidelines to ensure consistency and fairness in evaluations.

5. Participate in the optimization and updating of customer service SOP documents to ensure alignment between operational standards and actual practices.

6. Support quality monitoring and initial coaching for new project launches to ensure a stable customer experience.