Quality Assurance Lead

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

Job Summary
The Quality Assurance (QA) Specialist is responsible for ensuring that the partner service delivery meets the established quality standards. This role involves monitoring, evaluating, and improving the performance of customer service representatives (CSRs), calibrating the partner's QA methodologies for alignment, and implementing actions to enhance customer satisfaction, operational efficiency, and compliance with Traveloka policies and priorities.

Key Responsibilities

Call Monitoring and Evaluation:

• Monitor live and recorded calls to ensure compliance with company policies, procedures, and quality standards.

• Evaluate customer interactions across various channels (phone, email, message center, social media) and provide detailed feedback to CSRs.

Performance Analysis and Customer Feedback:

• Analyze call quality metrics and trends to identify areas of improvement.

• Gather and analyze customer feedback to identify recurring issues and areas for improvement.

Training and Development:

• Collaborate closely with the training team and operations to develop and update training materials based on observed performance gaps.

• Conduct one-on-one coaching sessions with CSRs to address specific issues and provide guidance for improvement.

Process Improvement:

• Identify process inefficiencies and recommend changes to enhance customer experience and operational efficiency.

Compliance and Standards:

• Ensure adherence to regulatory requirements and internal policies.

• Stay updated with industry best practices and quality standards, incorporating them into the QA processes.

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Requirements

• Education: Bachelor’s degree in Business, Communications, or a related field.

• Experience: Minimum of 5 years of experience in a contact center or customer care environment, with at least 2 years in a quality assurance role.

• Skills:

  • Strong analytical and problem-solving abilities.

  • Excellent communication and interpersonal skills.

  • Proficient in using QA and contact center tools.

  • Attention to detail and ability to provide constructive feedback.

  • Good understanding of customer service principles and practices.

• Certifications: QA-related certifications (e.g., COPC, Six Sigma) are a plus.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!