Moka
Moka

Quality Control & Training Manager (CX)  

Moka

 
  • West Jakarta, Indonesia
    , Ruko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, Indonesia
    West Jakarta
    DKI Jakarta
    Indonesia
    Indonesia
  • Full timeFULL_TIME

Expired 4 years ago

2020-04-18T04:19:56.135658+00:00
Job closed.

Job Description

QC scope

  • Lead a team of QC Specialists. Manage and monitor their tasks daily.
  • Perform quality checks and audits of inbound and outbound calls to ensure that quality standards are being met and approved upon.
  • Responsible for data quality review including, data quality reports, unapplied payment monitoring, unbilled monitoring (particularly service) and incompletion log monitoring.
  • Provide call quality feedback to customer service and help them to improve.
  • Participate in continuous quality improvement initiatives.

Training Scope

  • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers in Customer Experience team.
  • Draw an overall or individualized training and development plan that addresses needs and expectations.
  • Deploy a wide variety of training methods.
  • Conduct effective induction and orientation sessions.
  • Monitor and evaluate training program’s effectiveness.
  • Ensuring agents receive statutory required training and increase their quality score.

Minimum Qualifications

  • Bachelor's degree from a reputable university.
  • Have at least 5 years of experience in Customer Service or Quality Control role, with at least 2 years in leadership role.
  • Exceptional communication and presentation skills.
  • Ability to prioritize and manage multiple tasks.
  • Strong problem solving skills required.
  • Highly organized and attentive to detail.
  • Self-starter with a strong ability to interact positively with inter- and intra-organizational groups and outside customer contacts.
  • Strong interpersonal skills with mature, professional attitude and appearance.
  • Commitment to ongoing learning and upgrading of skills.
  • Ability to exercise independent judgment to determine issue and resolution.

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Ruko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, Indonesia
Industry
Information Technology / IT
Vacancy
1 opening
Website
https://www.mokapos.com/

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About Moka

We are the fastest-growing technology startup in Indonesia. We want to bring business ecosystem to everyone, and empower businesses to sell and grow. At Moka, we believe in values, not rules. We believe that it's not about the suits or the time check-ins, but it's about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem. If you want to be part of a world-class team with a mission to disrupt technology in Indonesia, come join us.
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