CRM Operation Assistant Manager
Home Credit Indonesia
- South Jakarta, IndonesiaPlaza Oleos, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 2 years ago
2021-11-10T17:00:00+00:00Job closed.
Job Description
- Manage day to day operational in QA such as QA sample logic, QA officers productivity, regular reporting, complaint management, and other daily responsibilities.
- Continuously review and monitor the quality result, compliance, and processes as part of evaluation in order to improve the overall quality methodology and processes and also ensure the implementation of quality programs have a positive impact to sales performance.
- Monitor and review all reporting, including the system tools used by Quality team to drive effectiveness and efficiency which is able to cover the scope of work and also to propose improvement ideas and implement upon approval from supervisors or related parties (for example HR compliance, risk, legal, IT, etc).
- Manage special audit functionality in regards with monitoring compliance such as for critical/non critical processes, possible complaints, and general process and communication improvements from planning the audit, objective and point of checking, and reporting.
- Manage disciplinary management by identifying and validating operators who violate Code of Conduct or company process, managing the disciplinary meeting and reporting the result to management, analyst and HR.
- Plan and implement educational activities regarding with complaint and risk management in cooperation with Training&Content, Telesales, Process team, and other related functions.
- Coordinate with HR, Legal, Risk, IT, Operations team and other related parties related to preparing the compliance and regulatory material, among others but not limited to Code of Conducts, system/supporting tools development, alignment of information, complaint escalation and ensure all the necessary things are fulfilled as needed.
- To monitor CRM business process and communication implementation by Telesales team in relation with Risk (specifically Anti Fraud and Operational Risk) and Compliance.
- Continuously review the progress of business goal achievement result and create/design follow up actions from quality to support the achievement of the goals aacordingly and in timely manner.
- Maintain manpower by recruiting, training, and developing team members, and making sure the working environment encourage personal growth and development of team member. This also includes the plan of development program of each team member in relevance with daily responsibility or future opportunities
Minimum Qualifications
- Bachelor degree in any major
- Good skills at MS Office skills, high attention to detail and accuracy.
- Knowledge about quality assurance and methodology
- Knowledge about CRM and quality reporting especially in Telesales
- Strong english communication (written and verbal)
- Ability to read and interpret document s such policies and procedure manuals and use monitor screen frequently
- Strong leadership and project management skills
- Ability to analyze the recording and processes.
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- 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.