Senior Associate Business Operation Manager - Quality Assurance

• Quality Standards Management: Determine and manage standards of quality in the company, including quality parameters for customer facing and back office processing. Establish guidelines and protocols to uphold these standards consistently across all customer interactions. This includes the tone of voice and agent script.
• Quality Assurance Process: Implement quality assurance processes and methodologies to ensure consistency and effectiveness in customer interactions.
• BPO Management: Collaborate with the BPO partner to ensure they implement quality assurance processes and methodologies to ensure consistency and effectiveness in customer interactions.
• Evaluation: Regularly evaluate BPO quality in evaluating agent handling through various channels (e.g., phone, email, chat) to assess adherence to company standards, policies, and procedures.
• Feedback and Coaching: Provide constructive feedback to QA BPO based on evaluation results to enhance performance and ensure continuous improvement.
• Data Analysis: Analyze QA data and metrics to identify trends, patterns, and areas for improvement. Use insights to develop strategies for enhancing service quality and efficiency.
• Documentation: Maintain comprehensive documentation of QA processes, evaluation results, and performance metrics. Generate reports and present findings to management as needed.
• Collaboration: Collaborate with cross-functional teams, including customer operations, training, operations, brand marketing and product development, to drive alignment and ensure consistent standards across the organization. ​

• Minimum bachelor’s degree in any major from Top University. Science, Technology, Engineering, Mathematics and Management is preferred.

• Customer Centricity. Strong customer centric mindset with a deep understanding of customer needs and preferences.
• Ability to empathize with customer and prioritize their satisfaction while maintaining organization objectives
• Proficiency in creating comprehensive guidelines and protocols for customer interactions based on industry best practice.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong strategic planning and execution skills.
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency: Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Familiar with CRM system is desirable
• Experience in managing BPO performance
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc

• Minimum of 5 years of experience in quality assurance role or operations management, preferably in a customer service or contact center environment
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

Traveloka