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Jobs in Indonesia   »   Jobs in Yogyakarta   »   Quality Assurance / Control Job   »   CX Quality Performance Leader
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CX Quality Performance Leader

Amartha

Amartha company logo

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.
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