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
