Senior Associate Business Operation Manager - Quality Assurance

ID01 PT Traveloka Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading travel platform in Jakarta is seeking a Senior Associate Business Operation Manager for Quality Assurance. The role includes managing quality standards, cooperating with BPO partners, and analyzing data to improve customer interactions. Applicants should have 5+ years in quality assurance and strong analytical and communication skills. This position offers opportunities for growth in a dynamic environment.

Qualifications

• 5+ years of experience in quality assurance or operations management.
• Demonstrated leadership experience in high-performing teams.
• Proven track record of driving operational excellence.

Responsibilities

• Manage quality standards for customer interactions.
• Implement quality assurance processes across operations.
• Provide feedback and coaching to enhance performance.

Skills

Customer Centricity

Analytical skills

Communication skills

Strategic planning

BPO performance management

Education

Bachelor’s degree from a top university

Tools

Microsoft Office

CRM systems

Business intelligence tools

Job description

Senior Associate Business Operation Manager - Quality Assurance page is loaded

Senior Associate Business Operation Manager - Quality Assurance

Apply locations Indonesia - Jakarta, Green Office Park 1 time type Full time posted on Posted 30+ Days Ago job requisition id R0005004

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

• Quality Standards Management: Determine and manage standards of quality in the company, including quality parameters for customer facing and back office processing. Establish guidelines and protocols to uphold these standards consistently across all customer interactions. This includes the tone of voice and agent script.
• Quality Assurance Process: Implement quality assurance processes and methodologies to ensure consistency and effectiveness in customer interactions.
• BPO Management: Collaborate with the BPO partner to ensure they implement quality assurance processes and methodologies to ensure consistency and effectiveness in customer interactions.
• Evaluation: Regularly evaluate BPO quality in evaluating agent handling through various channels (e.g., phone, email, chat) to assess adherence to company standards, policies, and procedures.
• Feedback and Coaching: Provide constructive feedback to QA BPO based on evaluation results to enhance performance and ensure continuous improvement.
• Data Analysis : Analyze QA data and metrics to identify trends, patterns, and areas for improvement. Use insights to develop strategies for enhancing service quality and efficiency.
• Documentation: Maintain comprehensive documentation of QA processes, evaluation results, and performance metrics. Generate reports and present findings to management as needed.
• Collaboration: Collaborate with cross-functional teams, including customer operations, training, operations, brand marketing and product development, to drive alignment and ensure consistent standards across the organization.

Requirements

Education

• Minimum bachelor’s degree in any major from Top University. Science, Technology, Engineering, Mathematics and Management is preferred.

Technical Skill

• Customer Centricity. Strong customer centric mindset with a deep understanding of customer needs and preferences.
• Ability to empathize with customer and prioritize their satisfaction while maintaining organization objectives
• Proficiency in creating comprehensive guidelines and protocols for customer interactions based on industry best practice.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong strategic planning and execution skills.
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency: Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Familiar with CRM system is desirable
• Experience in managing BPO performance
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc

Relevant Experience

• Minimum of 5 years of experience in quality assurance role or operations management, preferably in a customer service or contact center environment
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.

With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.