Quality Assurance and Trainer, Customer Service

Date Posted: Posted30+ hari yang lalu

Salary:

Jakarta

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Job Description

Description
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for a training and quality specialist responsible for maintaining an effective Training and Quality process within the Customer Service team.

Roles & Responsibilities
1. Ensures quality framework is in place based on the expected employee behaviour and coordinated across stakeholders;
2. Implements clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target;
3. Assesses quality issues, conducts root cause analysis, recommends insights, develops improvement plans, and collaborates with operations team to improve quality performance;
4. Researches and understands customer expectations and needs to drive their satisfaction;
5. Produces statistical reports and insights on quality performance;
6. Identifies and develops individualized and group training plans to address varying needs;
7. Effectively communicates updates and developments with team members, trainers and management;
8. Calibrates and certifies Inhouse and Outsource trainers and subject matter experts.
1. BA/BS degree or equivalent practical experience, advanced degree preferred;
2. 3 - 5 year-experience in training and quality, preferably within Customer Service;
3. Excellent written, verbal and interpersonal communication skills;
4. Experienced in developing and executing training programs;
5. Excellent skills for communicating and relating with both team members and customers;
6. Experience in eCommerce or marketplace platform is a plus;
7. Fluent in English and Bahasa Indonesia (for Indonesia market).

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Job Detail

Job Id

ff477ca4efc77470
Location

Jakarta
Company
Type

Private
Employment Status

Permanent
Positions

Available
Career Level

Experience
Gender

Male/Female