Desk Quality Assurance (QA) Manager ( Call center management)
Home Credit Indonesia
- South Jakarta, IndonesiaPlaza Oleos, South Jakarta, DKI Jakarta, Indonesia, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-08-10T17:00:00+00:00Job closed.
Job Description
- Analyze current manpower capacity and ensure its aligned with current budget.
- Work with internal audit team to provide evalution report to support internal audit process
- Develop action plan based on finding or suggestion from other Team (CX and CCC)
- Develop new process and procedure as part of improvement in Desk CRS area and ensure all process are documented.
- Control and Monitoring the process on Desk and ensure all process is align with current policy and procedure.
- Propose suggestion for improvement based on quality finding and feedback
- Prepare communication to all the Desk CRS division related to the current or new procedure in the Desk CRS Department.
- Lead calibration process in internal Desk CRS Quality team to ensure each member have the same knowledge.
- Monitor coaching process between quality specialist and operator to ensure the feedback given can be implemented and will be useful for future performance improvement.
Minimum Qualifications
- Experience with team management
- Experience from Call Center/Contact Center/ Quality Assurance
- English – written and spoken
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Accounting and Finance
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
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About Home Credit Indonesia
Home Credit is a multinational tech-based financial services company. We exist in 9 countries around the world. Our vision is to bring to market financial products that improve the life and lifestyles of our customers. From financing, protection, PayLater, to e-money – we got them covered! Our presence can be found both online and offline.
We responsibly deliver trusted financial services that customers and business partners access via their channel of choice. We continually meet evolving needs, both directly and through innovative ecosystems – helping to build a more resilient world.
Everyone at Home Credit Indonesia is not afraid of new challenges. Our passion is not only to create new innovations, but we also hold a strong courage and continue to seek chances to turn our innovative visions into reality. More than our 6.000 employees embrace these values to ensure our success in building a better today and a brighter tomorrow.