Quality & Performance Leader, Customer Service Analytics

SPX Express; Daerah Istimewa Yogyakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading logistics company in Indonesia seeks a Quality Assurance Manager to manage QA processes within its Customer Service team. The ideal candidate will have at least 5 years of leadership experience in Customer Service and a strong analytical background. Fluency in English and Bahasa is required. This role involves monitoring team performance and improving workflows with frequent travel to Jogjakarta.

Qualifications

• Minimum 5 years experience in Customer Service as a leader or manager.
• Fluency in English and native Bahasa required.
• Experience in well-known Customer Service preferred.

Responsibilities

• Lead Quality Assurance and RTFM/WFM teams in Customer Service.
• Develop and improve the QA scorecard.
• Monitor team performance and establish quality standards.

Skills

Problem solving

Interpersonal skills

Analytical skills

Project management

Communication skills

Education

Bachelor’s degree

Tools

SQL

Job description

A leading logistics company in Indonesia seeks a Quality Assurance Manager to manage QA processes within its Customer Service team. The ideal candidate will have at least 5 years of leadership experience in Customer Service and a strong analytical background. Fluency in English and Bahasa is required. This role involves monitoring team performance and improving workflows with frequent travel to Jogjakarta.