Quality & Performance Management Lead (Customer Service) - SPX Express

Early Applicant

5-7 Years

Job Description

Job Description

Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service
Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications
Develop and improve the QA scorecard for QA monitoring
Investigating and setting standards for quality and data analytics improvements
Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service
Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures
Determining training needs for the improvement of the team
Monitoring daily, weekly, and monthly performance of the team
Work with the Project Management Team and other related departments to find issues and areas for improvement

Requirements

Bachelors degree from any major
Tenure/working experience: at least 5 years experience in Customer Service as a leader/SPV/manager
Preferably have experience in several well-known Customer Service
Creative problem solver with good interpersonal skills
Highly numerate with solid analytical skills
Self-starter that is highly capable of working independently with a tangible track record of results-based process improvement and project management
Fluency in English in addition to native fluency in Bahasa
Willing to do frequent business trips to Jogjakarta or other cities as needed
Having knowledge or experience in SQL is a plus
Willing to be placed in Yogyakarta