[Job-Vacancy] Quality Assurance & Business Support Manager - Jakarta

 

One of our client, multinational company that engaged in telecommunication industry, is looking for:

 

Quality Assurance and Business Support Manager

 

Qualifications:

• Degree in technical, management or business related field
• Having min. 3 - 5 years of experiences in Quality Assurance / Business Support for Telecommunication Industry  
• Should have strong analytical and project management skills.
• Should be able to deal with the users and the customers independently.
• Good communication skills.
• Understand the concept of FSS (Forecasting Staffing Scheduling)

 

Responsibilities:

• To manage and review complaints/compliments process of external customers raised by client.
• To manage and review quality assurance monitoring process and performance of the Call Centre to achieve the targeted evaluation per month.
• To manage to meet KPI set by client and minimized penalty charge back.
• To assist projects completion from operation in view of data collection and reporting tools.
• Ensure smooth running of the daily operations of operations support team in Forecasting and Scheduling, Operation Analysis Centre and Real Time Floor Management
• To plan, analyst, manage and review quality assurance program and processes and recommends quality process improvement to achieve customer satisfaction and customer retention.
• To provide guidance  to Quality Team in conducting coaching to improve competencies and to foster good relationship and development within the unit.
• Communicating with various customers to evaluate informational needs and delivering the final product.
• Maintaining standards using interviews, surveys and work flow analysis

Interested candidates please send CV and other supportive documents to Ria_Dwijayanti@kellyservices.co.id

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