Contact Center QA & Process Improvement Lead

Bank Ocbc; Indonesia; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

Bank Ocbc is seeking a Contact Center Quality Assurance & Process Improvement Manager to lead QA, process improvement, analytics, and stakeholder management within the contact center. You will drive measurable quality enhancements, partner with product and IT to fix systemic issues, and embed quality standards into daily operations.

This leadership role focuses on scalable QA, data-driven decision making, and compliant processes, ensuring service excellence across channels.

Qualifications

• Experience in QA/PI environments is beneficial.
• Strong analytical and communication skills.

Responsibilities

• Design and maintain a robust QA scorecard aligned to bank standards.
• Lead call and digital-channel monitoring with calibration.
• Drive root-cause analysis and implement CAPA with tracking.
• Leverage AI/speech analytics to scale QA coverage.
• Coach and feedback loops with team leaders and agents.
• Ensure compliance with regulatory, audit, and security requirements.

Job description

Bank Ocbc is seeking a Contact Center Quality Assurance & Process Improvement Manager to lead QA, process improvement, analytics, and stakeholder management within the contact center. You will drive measurable quality enhancements, partner with product and IT to fix systemic issues, and embed quality standards into daily operations.

This leadership role focuses on scalable QA, data-driven decision making, and compliant processes, ensuring service excellence across channels.