- International, fun and professional working environment
- Fast moving team, global experience
About Our Client
Our client is a leader in BPO services with extensive experience, a significant number of interactions per month, and a high rate of client retention.
Job Description
* Manage the Quality and Training practice for the entire center
* Supervise a team of up to 4 assistant managers with an entire function size of 40 members
* Manage day to day quality operations and ensure quality targets are met across all lines of business
* Ensure quality framework is in place and coordinated across all stakeholders both internal and external and ensure process standardization.
* Assess quality issues within operations, conduct RCA, develop insights, and recommend action plans to improve quality performance
* Design quality strategies manage scalable processes and implement Training and Quality end-to-end initiatives with clear goals and timelines.
* Work with internal and external stakeholders on quality strategy and process improvement processes, champion change management and recommend tools, procedures, and workflow enhancements
* Establish quality governance processes and ensure efficient and effective communications and organization
* Ensure all training programs and content meet business and operations standards.
* Develop and coach the quality and training team members, identify and analyze knowledge skill gaps and performance improvement opportunities and provide relevant training needs
* Drive consistency and best practice sharing of standard practices within the organization
* Recruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOB's
* Create an inspiring team environment with an open communication culture
The Successful Applicant
* Bachelor's degree in related field from a four-year college or university
* Excellent communication skills, speaking reading and writing in English and Bahasa. verbally articulate and a confident orator
* At least 10 years work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services or any similar industry
* At least 3 years experience managing training and quality as a manager
* Certified Lean Six Sigma
* Provided functional support to an operations or program with a minimum headcount of 800 FTE's
* Highly proficient in Quality, Training, and process improvement methodologies
* Experience in managing external clients,
* Lean six sigma trained and certified preferred.
* Good organizational and time-management skills and good work ethic
* Good problem-solving, critical thinking, creative thinking, and analytical skills
* Able to encourage and lead others to achieve relevant results
* Able and willing to work in shifting schedules including night shifts, public holidays, and overtime.
* Willing to work on-site in Surabaya
What's on Offer
- BPJS Standard
- Lunch box
- 13th month salary
- Paid leave
Contact: Astri
Phone Number: 08117773460
Job summary
Function
Digital
Industry
BPO Industry
Contract Type
Contract
Work Activity
Onsite
Department
All Departments
Location
Surabaya
Recruiter Name
Astri
Recruiter Contact
08117773460