Job description for Training & Quality Manager – Customer Operations at Sinau Service
URGENTLY HIRING!
📍 Penempatan: Jakarta
About the Role
We are looking for an experienced and results-driven Training & Quality Manager to lead the Learning & Development and Quality Assurance functions within a Customer Operations environment. This role will be responsible for building a high-performing customer service organization through effective training, quality monitoring, coaching, continuous improvement, and operational performance management. We are particularly looking for candidates with experience in Online Travel Agency (OTA), travel technology, airline, hospitality, e-commerce, or other customer-centric technology businesses.
Requirements
- Bachelor's degree from any major.
- Proven experience in Training & Development, Quality Assurance, Customer Operations, or related functions.
- Strong experience in a customer service/contact center environment.
- Background in one or more of the following industries is highly preferred: Online Travel Agency (OTA), Travel Technology, Airline, Hospitality, E-commerce
- Strong understanding of training management and quality assurance processes.
- Experienced in developing training programs, coaching, quality monitoring, and performance improvement initiatives.
- Strong analytical and problem-solving skills.
- Excellent communication, presentation, and stakeholder management skills.
- Strong leadership and people management capabilities.
- Able to work in a fast-paced and dynamic customer operations environment.
- Immediate joiner is highly preferred.
- Willing to work on-site in Jakarta.
Key Responsibilities:
Training & Learning Development - Develop and implement training programs aligned with customer operations and business needs.
- Lead onboarding and training programs for new Customer Service employees.
- Design and deliver continuous learning, refresher training, and upskilling programs.
- Identify capability gaps through performance and operational data.
- Develop coaching and development initiatives to improve agent performance.
- Evaluate training effectiveness and continuously improve learning outcomes.
Quality Assurance
- Lead the Quality Assurance function within Customer Operations.
- Develop and maintain quality standards, monitoring processes, and evaluation frameworks.
- Analyze quality performance and identify recurring gaps or customer experience issues.
- Work closely with Operations and other stakeholders to drive corrective and preventive actions.
- Use quality insights to support coaching, training, and process improvement initiatives.
