Quality & Performance Management Lead (Customer Service) - SPX Express

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage the Quality Assurance and RTFM/WFM team within their Customer Service division. This role involves developing quality procedures, enhancing performance metrics, and ensuring high standards of service delivery. The ideal candidate will have a proven track record in customer service management, excellent analytical skills, and a strong ability to drive process improvements. If you're a self-starter with a passion for leading teams and enhancing customer experiences, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in Customer Service as a leader or manager.
• Creative problem solver with strong analytical skills.

Responsibilities

• Manage and lead Quality Assurance and RTFM/WFM team.
• Develop and improve QA scorecard and workflow for data analytics.

Skills

Leadership

Customer Service Management

Analytical Skills

Problem Solving

Interpersonal Skills

Project Management

Fluency in English

Education

Bachelor's Degree

Tools

SQL

Job description

Job Description

• Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service
• Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications
• Develop and improve the QA scorecard for QA monitoring
• Investigating and setting standards for quality and data analytics improvements
• Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service
• Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures
• Determining training needs for the improvement of the team
• Monitoring daily, weekly, and monthly performance of the team
• Work with the Project Management Team and other related departments to find issues and areas for improvement
  
  

Requirements

• Bachelor’s degree from any major
• Tenure/working experience: at least 5 years experience in Customer Service as a leader/SPV/manager
• Preferably have experience in several well-known Customer Service
• Creative problem solver with good interpersonal skills
• Highly numerate with solid analytical skills
• Self-starter that is highly capable of working independently with a tangible track record of results-based process improvement and project management
• Fluency in English in addition to native fluency in Bahasa
• Willing to do frequent business trips to Jogjakarta or other cities as needed
• Having knowledge or experience in SQL is a plus
• Willing to be placed in Yogyakarta