QA Feedback Leader — Data-Driven Team Coach

Moneep; Indonesia; On-site; IDR 100,000,000 - 180,000,000; Full time

Job summary

Moneep is seeking a Team Leader to head the QA Feedbacker team, driving SLA adherence, quality, and productivity across shifts. You will coach staff, analyze performance data, and collaborate with QA, Training, Ops, and WFM to lift overall site performance.

Responsibilities include monitoring agent metrics, conducting calibration, and presenting dashboards to stakeholders. A strong focus on coaching, feedback quality, and process standardization is required to succeed in this role.

Qualifications

• Bachelor’s degree in any discipline; communications, education, or business preferred.
• Minimum 1 year in QA, QA Feedbacker, QA Analyst, Team Leader, Trainer, or similar Call Center/BPO role.
• QA/Feedbacker leadership experience preferred.
• Experience in quality monitoring, feedback, calibration, coaching, and performance analysis.
• Customer service, collections, credit, or financial services experience is a plus.
• Proficient in Google Workspace and Microsoft Office, especially Sheets/Excel and Slides/PowerPoint.
• Able to present performance data through dashboards and reports.
• QA/CRM/ticketing tools experience is a plus.
• Strong people management, coaching, and performance management skills.

Responsibilities

• Lead the QA Feedbacker team and ensure SLA, quality, and productivity.
• Monitor performance, attendance, workload, and development.
• Conduct coaching and performance reviews.
• Ensure feedback is accurate, consistent, and aligned with SOP and QA standards.
• Improve feedback content based on performance data and business updates.
• Conduct regular calibration with Feedbackers and stakeholders.
• Ensure consistent assessment and feedback standards.
• Socialize SOP, policy, and QA updates.
• Monitor Feedbacker and agent performance.
• Analyze trends, recurring gaps, and improvement opportunities.
• Drive corrective and preventive actions.
• Work closely with QA, Training, Ops, WFM, and other stakeholders.
• Share key findings and support quality improvement initiatives.
• Evaluate QA Feedbacker impact on site performance.
• Track QA, ZT, CSAT, productivity, KPI, and other key metrics.
• Compare pre- and post-feedback performance.
• Provide insights to improve feedback effectiveness and site performance.

Skills

People management

Coaching

Performance analysis

Stakeholder collaboration

Quality monitoring

Data-driven decision making

Education

Bachelor's degree

Tools

Google Workspace

Microsoft Office

Sheets/Excel

Slides/PowerPoint

Job description

Moneep is seeking a Team Leader to head the QA Feedbacker team, driving SLA adherence, quality, and productivity across shifts. You will coach staff, analyze performance data, and collaborate with QA, Training, Ops, and WFM to lift overall site performance.

Responsibilities include monitoring agent metrics, conducting calibration, and presenting dashboards to stakeholders. A strong focus on coaching, feedback quality, and process standardization is required to succeed in this role.