Deskripsi Pekerjaan
Join Sagility's Business Excellence team as an Assistant Manager, QC and become a catalyst for transformative customer experience improvements. In this pivotal role, you'll orchestrate quality assurance initiatives across multi-channel customer interactions, delivering actionable insights that directly elevate service standards and operational efficiency. You'll partner with cross-functional teams to implement data-driven quality frameworks, conduct comprehensive audits, and develop innovative strategies that reduce resolution times while increasing customer satisfaction scores. Your expertise will shape the future of our customer journey through rigorous analysis, process optimization, and continuous improvement methodologies.
This position offers the opportunity to lead quality assurance projects, mentor quality analysts, and influence strategic decisions through compelling data storytelling. You'll work in a dynamic environment where your insights directly impact business outcomes, driving Sagility's reputation for exceptional service delivery. If you're passionate about turning customer feedback into tangible business improvements, this role empowers you to make a measurable impact while advancing your leadership capabilities in quality management.
Tanggung Jawab
- Monitor and evaluate customer interactions across voice, email, chat, and social media channels to ensure quality standards
- Analyze interaction data to identify trends, root causes, and opportunities for service improvement
- Develop and implement quality assurance frameworks with measurable KPIs
- Collaborate with operations teams to design targeted coaching programs for service enhancement
- Prepare comprehensive quality reports with actionable recommendations for leadership
- Conduct calibration sessions to ensure consistent quality assessment standards
- Lead continuous improvement initiatives to optimize customer experience metrics
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, or related field
- Minimum 3 years' experience in quality assurance or customer service management
- Advanced proficiency in quality management tools (e.g., Calabrio, NICE) and data analytics platforms
- Strong analytical skills with ability to interpret complex customer interaction data
- Experience developing and implementing quality improvement frameworks
- Excellent presentation and communication skills with cross-functional teams
- Proven track record of driving measurable service quality improvements