Ryan Yau
Customer Care Qa Leader at Ecovadis
Based in Hong Kong
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Seniority
Manager
Department
Other
Location
Hong Kong
Industry
Information Services
Company size
1.8K
Contact information
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r•••••••@ecovadis.com
Phone
5 credits+852 ••• •••• ••••
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Background
About Ryan Yau
I am a seasoned Quality Assurance Leader with over 12 years of experience in customer service and support across the sustainability, healthcare, and banking industries. Since 2020, as a Customer Care Quality Assurance Leader at EcoVadis Hong Kong Limited, I have led a global QA program, driving service excellence for a team of over 50 agents. I specialize in process improvement, performance analysis, and stakeholder collaboration, utilizing tools like Salesforce and CRM systems to enhance operational efficiency. My key achievements include implementing standardized workflows, improving customer satisfaction metrics (CSAT, FTR), and developing training programs that elevate team performance. Fluent in Cantonese, Mandarin, and English, I deliver actionable insights through KPI reporting and foster high-performing teams, earning recognition for my leadership and commitment to service quality.
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