Quality Insights Analyst — Data-Driven Process Optimizer

PT. Elabram Systems; Jakarta Utara; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

PT. Elabram Systems seeks a quality management professional to design and optimize inspection standards, build robust quality systems, and guide agents to standardize operations while ensuring a superior service experience.

The role involves conducting multi-factor quality inspections, identifying root causes, and driving corrective actions across cross-functional teams in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Management, Industrial Engineering, Statistics, or a related field.
• 1-3 years of experience in Quality Management, Quality Assurance, Process Improvement, Customer Service Quality, or a related field from E-Commerce / Online Marketplace Company
• 5-7 years experience as contact center or 2-4 years experience as quality analyst from E-Commerce / Online Marketplace Company
• Strong understanding of quality management systems, quality inspection methodologies, and process optimization.
• Proficient in data analysis and quality analysis tools, with the ability to identify root causes and drive corrective actions.
• Excellent analytical thinking and problem-solving skills.
• Strong communication and stakeholder management skills, with the ability to collaborate across cross-functional teams.
• Detail-oriented, proactive, and able to manage multiple tasks in a fast-paced environment.
• Proficient in Microsoft Excel and PowerPoint; experience with BI or reporting tools is an advantage.
• Fluent in English; Mandarin is a plus.
• Experience in service quality management, contact center operations, or outsourcing/vendor management is preferred.

Responsibilities

• Design or optimize quality inspection standards and build quality systems.
• Guide agents to standardize operations and ensure service experience.
• Carry out special quality inspection and multi-factor quality inspection to identify personnel and business issues.
• Use quality analysis tools to identify top issues, locate root causes, output business improvements, and drive closure.
• Develop risk identification methods and drive the closure of self-check issues.

Skills

Quality analysis

Root cause analysis

Stakeholder management

Cross-functional collaboration

Excel

PowerPoint

Education

Bachelor's degree in Business Administration

Bachelor's degree in Management

Bachelor's degree in Industrial Engineering

Bachelor's degree in Statistics

Tools

BI tools

Reporting tools

PowerPoint

Job description

PT. Elabram Systems seeks a quality management professional to design and optimize inspection standards, build robust quality systems, and guide agents to standardize operations while ensuring a superior service experience.

The role involves conducting multi-factor quality inspections, identifying root causes, and driving corrective actions across cross-functional teams in a fast-paced environment.