CX Quality Performance Leader

Build and manage Support Team (LND & Quality Assurance Processes) to ensure ideal business process improvements. Manage Help center content and align with all Business Unit and Functions Unit.

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Implementing, and overseeing quality assurance and quality control processes to ensure products or services meet or exceed customer expectations and industry standards
• They play a key role in maintaining the quality of an organization's products or services, improving processes, and minimizing defects or errors
• Develop and implement quality assurance team and learning development for Customer experience team.
• Create procedures to ensure consistency and adherence to quality standards.
• Create training materials, Conduct training, create TNA, and planning people development competencies, particularly if a need for specific skills or knowledge enhancement are identified
• Manage and update Help Center improvements
• Create and manage monitoring services for all channels Voice and Non Voice

• Experience as Quality Process PIC min 2 years.
• Training and assessment certification, which demonstrate expertise in evaluating and coaching.
• Strong communication skills and collaborative person
• Analytical skills to analyze training programs, identify areas for improvement, and recommend solutions.
• Industry expertise to understand skills and competencies for Digital contact center process
• Good verbal and written communication skills in Bahasa Indonesia and English
• Familiar with training and quality assurance contact center process.