QC. Line

- VENDOR SOURCING, NEGOTIATION, COST DOWN 

- MANAGE INCOMING DELIVERIES TO WAREHOUSE 

- LIAISE WITH STAKEHOLDERS FOR ON-TIME RECEIVING AND SYSTEM UPDATING 

- MANAGE OUTGOING SHIPMENTS FROM WAREHOUSE 

- IDENTIFY PROCESS BOTTLENECK TO IMPROVE PRODUCTIVITY, QUALITY AND EFFICIENCY 

- ENSURE THAT INVENTORY RECORDS ARE UPDATED 

- NEW PRODUCT APPROVAL FOR PROCESS SAMPLE/DOCUMENT SUBMISSION 

- KNOWING PRODUCT SPECIFICATION AND PLAN FOR DEVELOPING 

- COMMUNICATE AND WORK CLOSELY WITH PLANNING, QA, AND ENGINEERS ON THE PRODUCTION SCHEDULE, CHANGES, AND REVISIONS FROM CUSTOMERS OR ENGINEERING CHANGES.

Quality Assurance - Jakarta - PT DIKA

• Membuat rencana pengujian yang komprehensif berdasarkan spesifikasi dan kebutuhan bisnis.
• Merancang skenario pengujian untuk mencakup semua fitur dan fungsionalitas aplikasi.
• Melaksanakan pengujian perangkat lunak, termasuk pengujian fungsional, pengujian integrasi, pengujian sistem, dan pengujian kinerja untuk memastikan bahwa aplikasi berjalan sesuai dengan harapan dan memenuhi standar kualitas yang ditetapkan.
• Memastikan bahwa standar kualitas yang ditetapkan oleh organisasi atau klien terpenuhi dalam setiap tahap pengembangan perangkat lunak.

Quality Assurance - PT DIKA

Staf Quality Assurance Pelayanan Pelanggan bertanggung jawab untuk melakukan penilaian dan pemantauan secara objektif, memberikan Umpan Balik & Pelatihan kepada Agen untuk meningkatkan kinerja kualitas layanan dari agen call center

Build and manage Support Team (LND & Quality Assurance Processes) to ensure ideal business process improvements. Manage Help center content and align with all Business Unit and Functions Unit.

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Implementing, and overseeing quality assurance and quality control processes to ensure products or services meet or exceed customer expectations and industry standards
• They play a key role in maintaining the quality of an organization's products or services, improving processes, and minimizing defects or errors
• Develop and implement quality assurance team and learning development for Customer experience team.
• Create procedures to ensure consistency and adherence to quality standards.
• Create training materials, Conduct training, create TNA, and planning people development competencies, particularly if a need for specific skills or knowledge enhancement are identified
• Manage and update Help Center improvements
• Create and manage monitoring services for all channels Voice and Non Voice

• Experience as Quality Process PIC min 2 years.
• Training and assessment certification, which demonstrate expertise in evaluating and coaching.
• Strong communication skills and collaborative person
• Analytical skills to analyze training programs, identify areas for improvement, and recommend solutions.
• Industry expertise to understand skills and competencies for Digital contact center process
• Good verbal and written communication skills in Bahasa Indonesia and English
• Familiar with training and quality assurance contact center process.

Build and manage Business Process and Services Process Improvement. To ensure end to end business process delivery based on KPI to support BU and FU. Include managing quality agents and SOP for internal and external CX Ops.

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Accountable for achieving Quality Performances metrics and CSAT Score
• Create and manage sampling methodology monitoring services
• Support and partner with Operations to improve CSAT achievement, and provide insights improvements
• Manage SOP and compliance documents in Customer Experience Team scope
• Assist Audit team internal or external stakeholders in Services and Business process
• Align with Operational Team and Product Team for improvements based on insights services processes

• Experiences as Quallity Assurance assist digital contact center transactions service monitoring
• Familliar with methodology sampling all channel contact center (call/chat/email/KYC process)
• Analytical thingking and create report from insights CSAT, Apps Store/ Play Store review
• Industry expertise to understand skills and competencies for coaching and conseling
• Collaborative skills with Learning and Development, Innovation Team, and Performance Insights team to provide good initative both Services and Business Process Improvement
• Good verbal and written communication skills in Bahasa Indonesia and English
• Ability to create report quality insights based on CSAT measurements, and monitoring sample