Customer Service

2 weeks ago


Jakarta, Indonesia Sinergi Performa Cipta Full time

27454

Job Desc:

- Review and rate voice and digital transaction responses of representatives using the prescribed quality guidelines through Quality Audits as well CSAT/DSAT Audits and other forms of quality reviews if required
- Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge.
- Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.
- Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist.
- Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and digital transactions recording reviews and observations.
- Document quality assessments and feedback.
- Generate and manage trending quality scores and relevant data while providing reports to stakeholders.
- Continuously learn and update oneself on the latest product and process related
- Share best practices with team members.

**Qualifications**:

- Diploma Graduate or Bachelor Graduate would be a plus
- Have experience QA Specialist in contact center environment
- Excellent written and spoken communication skills
- Good command of the English language
- Advanced presentation, interpersonal, time management, and organizational skills
- Ability to work both independently and in a team environment
- Vaccinated Min 2nd dose

**Job Types**: Full-time, Contract

**Salary**: From Rp4,900,000 per month

**Education**:

- D1-D4 (preferred)

**Experience**:

- Customer Service: 2 years (preferred)

**Language**:

- English (preferred)


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