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

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

Job summary

A leading company in the e-commerce sector is seeking a Quality Assurance Manager to oversee the Quality Assurance team within Customer Service. The role entails developing quality procedures, improving workflow, and ensuring high standards of service delivery. Candidates should have a strong background in customer service leadership and possess a Bachelor’s degree. This position offers the opportunity to influence quality controls and make significant improvements in a dynamic environment.

Qualifications

• At least 5 years experience in Customer Service as a leader/SPV/manager.
• Fluency in English and Bahasa.
• Willing to travel frequently.

Responsibilities

• Manage and lead Quality Assurance and RTFM/WFM team.
• Develop and improve the QA scorecard for monitoring.
• Investigate and set standards for quality improvements.

Skills

Creative problem solving

Interpersonal skills

Analytical skills

Project management

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