Knowledge And Quality Assurance Manager

Company Description Traveloka is a technology company based in Jakarta, Indonesia founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today, Traveloka is expanding its reach by operating in six countries in Southeast Asia and experimenting with new endeavors that will create a large impact in the markets and industries we touch.

Job Description

- Lead the end to end learning process from the hiring requirement, training, skill verification, agent knowledge, onboarding, quality monitoring, reward, and allowance scheme for the agent in Customer Operations.
- Plan and manage holistic knowledge management used by the direct support team (Tier 1 and Tier 2) to drive user engagement and information needed by providing the comprehensive knowledge management and verification.
- Responsible for the quality of the agent to deliver customer satisfaction, measured by the knowledge and competency that has been mastered by the agent.
- Leadand overseethe quality management system and perform the improvement project.
- Formulateand maintainquality assurance objectives and coordinates objectives with all team leadersin Customer Operations group in cooperation with Service Assurance Manager to maximize quality and reliability while minimizing costs.
- Manage and execute feedback loops by providing the trend data and makes recommendations for changes to process, procedures, knowledge design, quality measurement, and training.
- Responsible to drive employee engagement strategy to promote organizational culture in Traveloka.
- Supervise the engagement team to support stakeholder in customer operations team to conduct cultured related activities to ensure culture internalization.

Qualifications

- Minimum Bachelor Degree from any major discipline, preferably Management or Communication.
- Minimum 4-7 years experience in Contact Center Operations, Service Assurance, Complaint Management & Recovery, Customer Service, Knowledge Management, Quality Assurance.
- Data-driven.
Strong in analytical and design thinking.
- Familiar with agile project management and continuous improvement.
- People-oriented;has experience in training, people management, and culture is a plus.
- Have knowledge in Management, Quality Management, Culture, and People Development.
- Excellent communication skills, proficiency in both Bahasa and English.