CX Quality & Analytics Lead

ASTRO; Jakarta Pusat; Sur place; IDR 420 000 000 - 660 000 000; Plein temps

Résumé du poste

ASTRO is hiring for a strategic role in its Contact Center to act as the central intelligence and quality engine for customer operations. You will drive continuous improvement by aligning QA, training, and workforce management with data-driven insights.

The role requires 3–5 years in customer excellence or related fields, strong analytics, and the ability to influence across Product, Tech, and Operations. Jakarta-based position with a fast-paced, cross-functional team.

Qualifications

• Bachelor's degree in a quantitative field preferred.
• 3–5 years in Customer Excellence, Process Excellence, Operational Management, or Management Consulting in e-commerce or fintech with 1–2 years cross-functional project experience.
• Strong understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE), and customer analytics (VoC, CSAT, NPS).
• Proven ability to influence non-CX leaders to prioritize CX-driven backlog changes without direct line authority.
• Proficiency in SQL and BI tools to independently validate insight data and work with CX/WFM systems.

Responsabilités

• Lead QA, Training, Customer Insight, and WFM sub-functions and ensure alignment.
• Integrate insights to inform QA rubrics and training curricula and align staffing with demand trends.
• Design initiatives to reduce complaint rates and improve First Contact Resolution through optimized workflows and knowledge base updates.
• Partner with Product, Tech, Operations, and Marketing to fix systemic drivers of complaints and address upstream issues.
• Establish RCA frameworks (5 Whys, Fishbone, FMEA) to identify recurring failure points across the customer journey.
• Own CX improvement project lifecycles, define success metrics, and report progress to CX leadership.
• Lead cross-departmental task forces during operational disruptions to mitigate customer impact.

Connaissances

Data analytics

Statistics

Project management

Cross-functional collaboration

CX insights

Formation

Bachelor's degree in relevant field

Outils

SQL

Looker Studio

Tableau

Power BI

Zendesk

Salesforce

Genesys

Freshdesk

Description du poste

ASTRO is hiring for a strategic role in its Contact Center to act as the central intelligence and quality engine for customer operations. You will drive continuous improvement by aligning QA, training, and workforce management with data-driven insights.

The role requires 3–5 years in customer excellence or related fields, strong analytics, and the ability to influence across Product, Tech, and Operations. Jakarta-based position with a fast-paced, cross-functional team.