One of our
client, multinational company that engaged in telecommunication industry, is
looking for:
Quality
Assurance and Business Support Manager
Qualifications:
* Degree
in technical, management or business related field
* Having
min. 3 - 5 years of experiences in Quality Assurance / Business Support for
Telecommunication Industry
* Should
have strong analytical and project management skills.
* Should
be able to deal with the users and the customers independently.
* Good
communication skills.
* Understand
the concept of FSS (Forecasting Staffing Scheduling)
Responsibilities:
* To
manage and review complaints/compliments process of external customers raised
by client.
* To
manage and review quality assurance monitoring process and performance of the Call
Centre to achieve the targeted evaluation per month.
* To
manage to meet KPI set by client and minimized penalty charge back.
* To assist projects completion
from operation in view of data collection and reporting tools.
* Ensure
smooth running of the daily operations of operations support team in
Forecasting and Scheduling, Operation Analysis Centre and Real Time Floor
Management
* To plan,
analyst, manage and review quality assurance program and processes and
recommends quality process improvement to achieve customer satisfaction and
customer retention.
* To
provide guidance to Quality Team in conducting coaching to improve
competencies and to foster good relationship and development within the unit.
* Communicating
with various customers to evaluate informational needs and delivering the final
product.
* Maintaining
standards using interviews, surveys and work flow analysisInterested candidates please send CV and other supportive documents to Ria_Dwijayanti@kellyservices.co.id
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