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

SPX Express


Tanggal: 2 hari yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
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

  • Bachelor’s 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

Cara melamar

Untuk melamar pekerjaan ini, Anda perlu otorisasi di situs web kami. Jika Anda belum memiliki akun, silakan daftar.

Posting CV

Pekerjaan serupa

CS Supervisor - Operations (Jogja)

Shopee, Yogyakarta, Yogyakarta
1 minggu yang lalu
Job DescriptionJob Description Manage, monitor SBR level and team performance against established KPIs and utilize the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience Collaborate with WFM team to review final weekly forecast, staffing, scheduling and develop...

AR Collection Specialist

Qiscus, Yogyakarta, Yogyakarta
1 minggu yang lalu
Qiscus is an Agentic Customer Engagement Platform that adapts intelligently to customer behavior, unifies conversations, and integrates seamlessly into existing systems, enabling personalization at scale and real business impact. As Qiscus and its subsidiary company continue to expand, strengthening our cash flow and ensuring disciplined receivable management becomes increasingly important.Were looking for an AR Collection Specialist who is proactive, detail-oriented,...

Region Operations Planning & Analyst - ShopeeFood (Yogyakarta)

Shopee, Yogyakarta, Yogyakarta
1 minggu yang lalu
Job DescriptionGenerate business insights through data analysis, and provide recommendations to improve business performance accordinglyWork closely with Regional & Area leaders and in driving Area strategy planning by processing local insight and combine it with data analysisDevelop business plan and translate it to action items, collaborate with other vast stakeholders, determine success metrics, and provide the result takeawaysGo-to person for...