Quality Control Manager - Customer Support
Moka
- West Jakarta, IndonesiaRuko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, IndonesiaWest JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 4 years ago
2019-12-30T17:00:00+00:00Job closed.
Job Description
- Lead a team of QC Specialists. Manage and monitor their tasks everyday.
- 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
- Monitor and measure call quality trends and issues to identify opportunities for improvement
- Collaborate with Customer Service and Business Operations team to identify and recommend areas for training and improvement
- Scheduling shifts for Customer Service Agents
- Participate in continuous quality improvement initiatives
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
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
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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.