Desk Quality Assurance (QA) Manager ( Call center management)

Home Credit Indonesia

  • South Jakarta, Indonesia
    Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Posted 5 days ago and deadline of application is on 10 Aug
Recruiter was hiring 14 minutes ago

Desk Quality Assurance (QA) Manager ( Call center management)

Home Credit Indonesia

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
Office Address
Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
Hi-Tech Financial Services
1 opening

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About Home Credit Indonesia

Home Credit Indonesia is a multi finance company which provides financing through the stores of our retail partners to consumers who want to purchase consumer durables products. Home Credit financing solutions are Easy, Simple and Fast. Home Credit Indonesia was established in 2013. We are headquartered in Jakarta and growing our business to expand into all cities and territories in Indonesia. Today we have more than 11,600 employees and our planning to have in the region of 14,000+ colleagues by the end of 2018. We are always on the look-out for talented, enthusiastic people who are driven by results and success and if you are one of these people we would love to hear from you. In return we can offer you a career with one of the largest global financing players and an active role in helping to shape the future of our business.