Contact Center Quality Assurance & Process Improvement Manager

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

Contact Center Quality Assurance & Process Improvement Manager

Description

Key Responsibilities

1. Quality Assurance (QA)

• Design and maintain a robust QA scorecard (adherence, compliance, empathy, accuracy, solution quality) aligned to bank and regulatory standards.
• Lead daily/weekly call & digital-channel monitoring, scoring, and calibration to ensure consistent, fair evaluations.
• Drive root-cause analysis on quality gaps (service, process, product, system) and implement CAPA (Corrective & Preventive Action) with closure tracking.
• Leverage AI / speech-analytics and digital QA tools to scale coverage, surface trends, and move QA from reactive to predictive.
• Run coaching & feedback loops with team leaders and agents; track quality trends by team, skill, and segment.

2. Process Improvement (PI)

• Identify inefficiencies in the service journey (handling time, transfers, repeat calls, escalations, AHT/FCR drivers) using data and process mining.
• Apply improvement methodologies to standardise, simplify, and optimise end-to-end processes.
• Partner with Product, Digital, and IT to resolve systemic/system issues and feed upstream fixes (not just workaround fixes).
• Track and report before/after impact of every improvement initiative.

3. Analytics & Reporting

• Own a unified QA & PI dashboard for senior leadership (quality score, FCR, repeat-call rate, CSAT/NPS correlation, process efficiency).
• Provide insight-driven recommendations — not just scores — to guide coaching, training, and technology investments.

4. People & Stakeholder Management

• Coach team leaders and QA analysts; build a high-performing QA/PI team.
• Partner with Training, WFM, Operations, and Technology to embed quality and process standards into daily operations.
• Ensure compliance with regulatory, audit, and security requirements.