Contact Center Supporting Team (Team Leader, QA AI Trainer)

PT Transcosmos Indonesia; Jawa Tengah; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading company in digital transformation is seeking a TL/QA AI Trainer to oversee Contact Center operations in Tegal, Central Java. The successful candidate will be responsible for coaching staff, ensuring KPI achievement, and implementing AI systems. Candidates should have experience in a similar role and possess strong communication skills in English.

Qualifications

• At least 1 year of experience as TL/QA AI Trainer.
• Minimum D3 educational background.
• Good command of English (Min B2).

Responsibilities

• Monitor Contact Center operations and maintain KPI achievement.
• Coaching and training Contact Center Agents.
• Analyze the performance of Contact Center Agents.

Skills

Active communication in English

Education

D3 or higher

Job description

1. Monitoring Contact Center operations and coordinating to maintain KPI achievement according to SLA.
2. Make reports on customer complaints and follow-up actions on customer complaints.
3. Coaching/training to Contact Center Agents.
4. Analyze and assess the performance of the Contact Center Agent.
5. Maintain Contact Center KPI parameters such as CSAT, AHT, FCR, so that they remain in accordance with the SLA.
6. Daily monitoring AI answer, develop and responsible for ensuring and handling the system and implementing AI system in the future (QA AI Trainer).

Requirement:
1. Must Have 1 year experience as TL/QA AI Trainer
2. Educational Background Min D3 all literature
3. Active and Good communication in English (Min B2)
4. Understand the job desk according to the position applied for
5. Willing to place in Tegal, Central Java
6. Able to join as soon as possible

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Call Centre Role?

Have you worked in a call centre before?

How would you rate your English language skills?

Which of the following languages are you fluent in?

How much notice are you required to give your current employer?

Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

We offer integrated services including Omni Channel Contact Center & Business Process Outsourcing from Bank & Finance, Social Networking Services, E-Commerce or Digital Marketing Services like Website & Apps Development, Digital Ads & KOL, and Social Media Management.

At TCID, we combine skilled professionals with cutting-edge technology to deliver exceptional services.

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

We offer integrated services including Omni Channel Contact Center & Business Process Outsourcing from Bank & Finance, Social Networking Services, E-Commerce or Digital Marketing Services like Website & Apps Development, Digital Ads & KOL, and Social Media Management.

At TCID, we combine skilled professionals with cutting-edge technology to deliver exceptional services.