Direct Contract, Service Quality Officer

300005 Chief Executive's Office_00002555; Indonesia; On-site; IDR 400.000.000 - 450.000.000; Full time

Job summary

A leading financial institution in Indonesia is seeking a dedicated Service Quality Officer to monitor call quality, conduct transaction reviews, and provide valuable feedback for enhancing customer experience. The ideal candidate should possess strong time management and problem-solving skills, along with at least one year of experience in a contact center or client service role. This role offers an opportunity to contribute significantly to operational excellence and customer satisfaction.

Qualifications

• Minimum 1 year of experience in a Contact Centre environment or related client service.
• Strong prioritization skills are essential.
• Effective decision-making skills needed.

Responsibilities

• Monitor calls and perform transaction reviews.
• Ensure timely escalation of issues.
• Provide data for quality measurement activities.
• Suggest improvements for better customer experience.

Skills

Good time management

Problem solving

Detail-oriented

Education

Degree holder

Job description

Job Description - Direct Contract, Service Quality Officer (WD71634)

Direct Contract, Service Quality Officer - ( WD71634 )

Business Function

DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities:

1. Perform call monitoring, transaction review, quality survey, compliment validation and knowledge management in timely manner and appropriately as per process & procedure.
2. To ensure escalation is performed properly and in timely manner for any finding, issue, and improper process found, so the corrective action could be performed immediately by respective unit.
3. Provide data of result quality measurement activities for call center operations performance review and other improvement process.
4. Giving any input/feedback if any process or system should be simplified or improved for better customer experience.

Requirements:

• Good time management and prioritization skills
• Problem solving and decision making skills
• Ability to focus on details and validation of information
• Degree holder
• At least 1 year of experience in a Contact Centre environment or other client service related occupation