Customer Operations - Quality Assurance Team Leader (based in Yogyakarta)

Customer Operations - Quality Assurance Team Leader (based in Yogyakarta)

4-7 years
Not Specified

Job Description

Job Description:
  • Monitor and analyse the development of all agents performance as well as the Quality Assurance (QA) specialists
  • Verifying agent's service quality to make sure they are aligned with the company standards
  • Provide insights or recommendations for improvement on service quality and monitoring the process
  • Create a report summary of the achievement of the quality improvement
  • Create and monitor work programs for agent's improvement

  • Min. Bachelor Degree from any major
  • Min. 4 years experience in Contact Center
  • Experienced as Supervisor for QA/Support/Ops in the Customer Service area
  • Can work well in a fast-paced environment
  • Strong leadership and problem-solving skills
  • Good understanding of QA job scope and sampling methodology
  • Understand basic data analysis

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