Supervisor, Training & Quality [Indonesia]

 

Job Title:

Supervisor, Training & Quality

Job Description

Key Responsibilities:

• Should be able to handle multiple LOBs and meet client expectations as per metrics target achievement.
• Should manage a team of 8-10 QA team effectively and for process improvement.
• Conduct monthly One 1 One for QA team and work for their MIV improvements.
• Should be able to drive the performance from all QA team and meet the audit, coaching and feedback target on monthly basis.
• Should Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email done by the QA team.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Desired Skills:

• Should be willing to work in shifts along with the team in customer business time.
• Should have an excellent knowledge of MS Office (PPT, Word and Excel)
• Should be able to prepare client reviews and analysis report for business improvement.
• Strong communication skills, both written and verbal
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.

• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Work well under pressure and follow through on items to completion.
• Willingness to work a flexible schedule.

Location:

IDN Jakarta - Landmark Tower - 5th & 7th Floors

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents