Quality Assurance Feedbacker Team Leader - Monee Credit (Yogyakarta)
Quality Assurance Feedbacker Team Leader - Monee Credit (Yogyakarta)
MoNeed1-3 Years
- Posted 11 hours ago
- Be among the first 10 applicants
Job Description
Job Description
Team Leadership:
Team Leadership:
- Lead the QA Feedbacker team and ensure SLA, quality, and productivity.
- Monitor performance, attendance, workload, and development.
- Conduct coaching and performance reviews.
- Ensure feedback is accurate, consistent, and aligned with SOP and QA standards.
- Improve feedback content based on performance data and business updates.
- Conduct regular calibration with Feedbackers and stakeholders.
- Ensure consistent assessment and feedback standards.
- Socialize SOP, policy, and QA updates.
- Monitor Feedbacker and agent performance.
- Analyze trends, recurring gaps, and improvement opportunities.
- Drive corrective and preventive actions.
- Work closely with QA, Training, Ops, WFM, and other stakeholders.
- Share key findings and support quality improvement initiatives.
- Evaluate QA Feedbacker impact on site performance.
- Track QA, ZT, CSAT, productivity, KPI, and other key metrics.
- Compare pre- and post-feedback performance.
- Provide insights to improve feedback effectiveness and site performance.
- Minimum S1 degree from any discipline; Communication, Education, or Business preferred.
- Minimum 1 year in QA, QA Feedbacker, QA Analyst, Team Leader, Trainer, or similar Call Center/BPO role.
- QA/Feedbacker leadership experience preferred.
- Experience in quality monitoring, feedback, calibration, coaching, and performance analysis.
- Customer Service, Collection, Credit, or financial services experience is a plus.
- Proficient in Google Workspace/Microsoft Office, especially Sheets/Excel and Slides/PowerPoint.
- Able to manage and present performance data through dashboards and reports.
- QA/CRM/ticketing tools experience is a plus.
- Strong people management, coaching, and performance management skills.
More Info
Key Skills
Google Workspace
feedback calibration
QA CRM ticketing tools
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