Deskripsi pekerjaan TQA Manager PT Rajawali Berdikari Indonesia
Qualifications :
1. Min D3
2. Minimum 2 years of experience in the BPO/Contact Center industry, with at least 2 years in a managerial role overseeing Training and/or Quality Assurance.
3. Strong knowledge of Quality Assurance, Training, Coaching, Performance Management, and Customer Experience.
4. Proven experience in developing training strategies, quality frameworks, and implementing continuous improvement initiatives.
5. Strong analytical and problem-solving skills, with the ability to interpret operational and quality performance data.
6. Experience in quality calibration, Root Cause Analysis (RCA), and developing performance improvement plans.
7. Excellent leadership, stakeholder management, communication, and people development skills.
8. Experience in the FinTech industry is an advantage (preferred).
9. Excellent English communication Skills, both verbal and written
10. Ready to join as soon as and willing to be placed in Semarang
Scope of Work :
1. Manage the Training and Quality Assurance functions for dedicated or special Project.
2. Develop and implement strategies to enhance service quality and employee competency
3. Own the end-to-end Quality Assurance and Learning & Development processes within contact center operations
4. Ensure the achievement of quality KPIs while driving customer satisfaction and business performance through continuous improvement initiatives.
5. Host internal and external businness reviews on regular basis and present operational perfomance, clearly communicate insights, ensure all operational concerns are addressed.
