Quality Assurance Associate  

We are actively seeking a self-driven individual to work directly with the Global Head of Operations & Customer Excellence. From day one, you will be given 100% ownership, be challenged to think creatively and overcome business challenges in a fast-paced team environment. This position gives you the opportunity to make substantial and fast applicable changes in a rapidly growing Rocket Internet backed digital start-up. You will be challenged to analyze data to solve complex problems and identify insights and opportunities in a team environment. Most importantly you will understand the vital importance of Customer Relationship management at every point of interaction, and be committed to building a team that shares your enthusiasm and demonstrated skills.

Responsibilities

• Provide leadership, insight, and clear communication (written and verbal) to the team on Customer Excellence best practice.
• Methodically analyze sample cases of customer interaction in order to produce actionable insights.
• Track, analyze and report on Customer Excellence metrics.
• Monitor customer feedback and the impact of new and existing initiatives on services and customer satisfaction. Utilize the feedback to review and improve services for the future.
• Work closely with other teams to identify the roots of potential problems and develop sustainable solutions.
• Train, support and recruit a team of dedicated and effective Customer Excellence analysts.
• Develop and execute appropriate and robust policies and CS practices to deliver an effective case management and excellent customer support.

• Fluent in spoken and written English
• Minimum 2 years experience in QA/CS functions at a call center or large business.
• Clear and precise communicator; strong grasp of nuance and grammar in both English and Bahasa
• High attention to detail
• Calm and thoughtful attitude to problem-solving, with the ability to explain concepts and insights to colleagues and team members
• Emotional intelligence and good judgment skills (B2C nature of the role)
• Pro-active, independent and passionate about working in a start-up environment