Job Description:
- Observe the sampling data, in order to assess the Customer Service problem-solving quality based on the QA Scorecard methodology
- Observe the bad rated transaction based on customer feedback, in order to find a service gap from the aspect of people, process, and system.
- Drive continuous improvement based on the bad rated findings.
- Analyze findings and prepare for necessary action, in order to improve the CS Agents' service quality in the future
- Conduct mystery call/mystery chat/sit in/live observe/recording, in order to review CS Agents service quality
- Sit in with other CS Team, in order to get the most updated information related to CS Team activity
- Provide regular coaching for CS Agents, in order to maintain and improve CS Agents' service quality
- Create report based on the scoring result in weekly basis and uploaded to GDrive, in order to provide valid information for further improvement
**Requirements**:
- Min.
Bachelor Degree
- At least 1 year of Experience as Quality Assurance or Min.
2 years of working experience in Customer Service.
Banking/Fintech industry experience is an advantage
- Outstanding communication skills and interpersonal abilities
- Analytical mindset with excellent organizational skills
- Comfortable working in a fast-paced work environment
- Good organization skill, knowledgeable in goal setting practice (metrics)
- Proven track record of analytical skills
- Good time management, strong verbal/written communication skills in order to communicate (positive and negative) feedback and problem solving skills
- Good interpersonal skills to create a cordial relationship with team members
- Service mindset and customer driven
Ability to commute/relocate:
- Tangerang: Reliably commute or planning to relocate before starting work (required)