Deskripsi Pekerjaan
Are you a results-driven Quality Assurance professional with a passion for people management? Private Advertiser is seeking a highly motivated Quality Analyst / Team Leader to oversee the quality assurance function for our dedicated CSR (Customer Service Representative) team. In this pivotal role, you will ensure that our service standards are met while mentoring a team of professionals to deliver exceptional customer experiences.
You will be responsible for the end-to-end quality assurance process, from call monitoring and coaching to implementing process improvements. We are looking for someone who can balance analytical rigor with a supportive leadership style. If you thrive in a fast-paced call center environment and have a keen eye for detail, we want to hear from you.
Tanggung Jawab
- Conduct regular quality assurance monitoring, scoring, and coaching sessions for CSR team members to ensure adherence to company scripts and standards.
- Lead and mentor a team of Customer Service Representatives, fostering a positive and high-performance work environment.
- Analyze call logs, customer feedback, and performance metrics to identify trends and areas for operational improvement.
- Develop and update QA policies, call scripts, and standard operating procedures (SOPs) to enhance customer satisfaction (CSAT) and First Call Resolution (FCR).
- Prepare and present detailed quality assurance reports to management to track team performance and compliance.
- Facilitate regular team meetings, training workshops, and one-on-one performance reviews.
- Collaborate with the operations team to resolve complex service issues and implement corrective actions.
Kualifikasi
- Minimum of 2-3 years of experience in a Quality Assurance or Quality Control role within a BPO or Call Center environment.
- Proven leadership experience as a Team Leader or Shift Lead managing a team of at least 5+ agents.
- Excellent command of the English language, both verbal and written, with a professional communication style.
- Strong analytical skills with the ability to interpret data, generate reports, and provide actionable insights.
- Knowledge of CRM software and call center management tools is highly preferred.
- Bachelor’s Degree in any related field (Communication, Business Administration, or Psychology is a plus).
- Ability to work in a fast-paced environment and handle pressure effectively.
- Strong problem-solving and conflict resolution skills.