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Lowongan Supervisor, Training & Quality di PT Concentrix Services Indonesia

Nama Perusahaan

PT Concentrix Services Indonesia

Lokasi

Jakarta Raya

Kisaran Gaji

Tidak disebutkan

Tgl Dibuka

28 Mei 2023 - 09 Juni 2023

Deskripsi Pekerjaan


Post Date: 10 May 2023

Requisition #: R1384002

Location: Jakarta, Indonesia

Job Type: Training & Quality

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Key Responsibilities: 

  • Should be able to handle multiple LOBs and meet client expectations as per metrics target achievement.
  • Should manage a team of 8-10 QA team effectively and for process improvement.
  • Conduct monthly One 1 One for QA team and work for their MIV improvements.
  • Should be able to drive the performance from all QA team and meet the audit, coaching and feedback target on monthly basis.
  • Should Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email done by the QA team.
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

    • Desired Skills: 

  • Should be willing to work in shifts along with the team in customer business time.
  • Should have an excellent knowledge of MS Office (PPT, Word and Excel)
  • Should be able to prepare client reviews and analysis report for business improvement.
  • Strong communication skills, both written and verbal
  • Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Demonstrated ability to mentor, coach and provide direction to a team of employees.
  • Work well under pressure and follow through on items to completion.
  • Willingness to work a flexible schedule.
    • -

    Tingkat Pekerjaan

    Tidak Terspesifikasi

    Pengalaman Kerja

    Spesialisasi Pekerjaan

    Pelayanan, Layanan Pelanggan

    Kualifikasi

    Tidak terspesifikasi

    Jenis Pekerjaan

    Ukuran Perusahaan

    Lebih dari 5000 pekerja

    Industri

    Call Center/IT-Enabled Services/BPO

    Tunjangan dan Lain-lain

    Asuransi kesehatan, 5 days working

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