Customer-Jobs in Indonesien

This position manages quality in the collections department to ensure adherence to the laid procedure, high level of customer satisfaction, and continuous improvement of business results.

Responsibilities:

• Drive the Quality Awareness culture.
• Design and implement an effective quality management system within the collections organization, in line with organizational business objectives, and monitor its continual improvement.
• Build and maintain an adequate departmental structure and staffing in line with the quality and business objectives.
• Plan and manage the overall affairs of the Quality Management Department, including budgeting, staffing, monitoring, etc.
• Plan, manage, and be responsible for the performance of the department, as well as their skills building and career development activities.
• Organize, manage, and impart appropriate training on quality practices and processes to ensure adherence to the SOP and bring in continuous improvement.
• Ensure timely resolution of quality-related issues.
• Monitor & report performance according to business-established quality standards. Provide feedback to support business coaching/feedback efforts.
• Drive customer satisfaction and quality by improving business processes/procedures.

Requirements:

• Candidate must possess at least a Bachelor's Degree, Master's Degree/Post Graduate Degree in any field.
• At least 8 years of experience in call center quality, with experience in managing large teams.
• Experience in the field will be an added advantage.
• Structured, logical, and driven person.
• Strong analytical and planning skills.
• Good communication and presentation skills.
• Excellent problem-solving skills.
• Decent English communication is mandatory.

Additional Information/Inquiries:

• This position will report to the Head of Collection (Expatriate from India).
• This position will handle two Managers (Call Centre Manager and Field Manager).
• Strong command of English professional proficiency is a MUST.
• QA experience in call services is a MUST.
• This position requires a very strong personality (e.g., able to manage, push, and develop the team).
• The total headcount in the Quality Assurance Division is around 60-70 headcounts.
• This position will be placed at the Head Office (Plaza Oleos, South Jakarta).

Account Receivable, Account Recovery, Collection, Quality Assurance