Quality & Performance Management Lead (Customer Service) - Spx Express

Job Description:

• Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service
• Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications
• Develop and improve the QA scorecard for QA monitoring
• Investigating and setting standards for quality and data analytics improvements
• Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service
• Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures
• Determining training needs for the improvement of the team
• Monitoring daily, weekly, and monthly performance of the team
• Work with the Project Management Team and other related departments to find issues and areas for improvement

Requirements:

• Education background Bachelor's degree (S1) 
• Tenure/working experience: at least 5 years experience in Customer Service as a leader/SPV/manager
• Preferably have experience in several well-known Customer Service
• Creative problem solver with good interpersonal skills
• Highly numerate with solid analytical skills
• Self-starter that is highly capable of working independently with a tangible track record of results-based process improvement and project management
• Fluency in English in addition to native fluency in Bahasa
• Willing to do frequent business trips to Jogjakarta or other cities as needed
• Having knowledge or experience in SQL is a plus
• Willing to be placed in South Jakarta