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 logistics and customer service company located in Yogyakarta is seeking a Quality Assurance Manager to lead the QA team. The ideal candidate will have over 5 years of experience in customer service leadership, fluency in both English and Bahasa, and strong analytical skills. Responsibilities include managing quality procedures and monitoring team performance. Willingness to travel is necessary.

Qualifications

• At least 5 years experience in Customer Service as a leader/SPV/manager.
• Preferably have experience in well-known Customer Service.
• Fluency in English and Bahasa.
• Knowledge or experience in SQL is a plus.

Responsibilities

• Managing and leading Quality Assurance and RTFM/WFM team.
• Determining and agreeing on quality procedures, standards, and specifications.
• Develop and improve the QA scorecard for monitoring.
• Investigating and setting standards for quality improvements.
• Monitoring daily, weekly, and monthly performance of the team.

Skills

Leadership

Analytical skills

Problem-solving

Interpersonal skills

Education

Bachelor’s degree

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