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

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

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