Contact Center Quality Assurance & Improvement Officer

OCBC NISP; Tangerang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

Sebuah bank terkemuka di Indonesia mencari Contact Center Quality Assurance & Improvement Officer. Dalam peran ini, Anda akan memonitor dan mengevaluasi interaksi nasabah di berbagai kanal, memberikan umpan balik kepada agen, dan menganalisis proses kerja untuk meningkatkan kualitas layanan. Posisi ini membutuhkan pendidikan minimal S1 dan keterampilan analitis yang baik.

Qualifications

• Pendidikan minimal S1.
• Keterampilan untuk mengolah dan menganalisa data.
• Komunikatif, teliti, proaktif, dan memiliki integritas tinggi.

Responsibilities

• Melakukan monitoring, evaluasi dan pelaporan terhadap interaksi nasabah.
• Memberikan feedback dan coaching kepada agent.
• Melakukan analisa proses kerja dan identifikasi masalah.

Skills

Keterampilan untuk mengolah dan menganalisa data

Komunikatif

Teliti

Proaktif

Integritas tinggi

Education

Pendidikan minimal S1

Job description

Ensure security, prevent and detect fraud, and fix errors.

Your data can be used to monitor for and prevent unusual and possibly fraudulent activity (for example, regarding advertising, ad clicks by bots), and ensure systems and processes work properly and securely. It can also be used to correct any problems you, the publisher or the advertiser may encounter in the delivery of content and ads and in your interaction with them.

Deliver and present advertising and content.

Certain information (like an IP address or device capabilities) is used to ensure the technical compatibility of the content or advertising, and to facilitate the transmission of the content or ad to your device.

Save and communicate privacy choices.

The choices you make regarding the purposes and entities listed in this notice are saved and made available to those entities in the form of digital signals (such as a string of characters). This is necessary in order to enable both this service and those entities to respect such choices.

Store and/or access information on a device.

Precise geolocation data, and identification through device scanning.

Precise geolocation and information about device characteristics can be used.

Content measurement and services development.

Content performance can be measured. Your activity on this service can help develop and improve products and services.

Personalised advertising and content, advertising and content measurement, and audience research.

Advertising and content can be personalised based on your profile. Your activity on this service can be used to build or improve a profile about you for personalised advertising or content. Advertising and content performance can be measured. Reports can be generated based on your activity and those of others.

Contact Center Quality Assurance & Improvement Officer

Contact Center Quality Assurance & Improvement Officer

Contact Center Quality Assurance & Improvement Officer

Job Description

1. Melakukan monitoring, evaluasi dan pelaporan terhadap interaksi nasabah pada seluruh kanal layanan Contact Center Bank OCBC, antara lain telepon, email, live chat, WA, dan media sosial.
2. Memastikan setiap interaksi agent dengan nasabah sesuai dengan ketentuan termasuk mewaspadai potensi pelanggaran yang dilakukan agent.
3. Memberikan feedback dan coaching kepada agent untuk meningkatkan produktivitas dan kualitas layanan.
4. Melakukan sesi kalibrasi QA untuk menjaga konsistensi penilaian.
5. Melakukan analisa proses kerja dan identifikasi masalah yang dapat berdampak pada performa layanan Contact Center.

Kualifikasi:

1. Pendidikan minimal S1
2. Keterampilan untuk mengolah dan menganalisa data
3. Komunikatif, teliti, proaktif, dan memiliki integritas tinggi

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