**Quality and Training Associate**Jakarta, IndonesiaAre you a talented and driven problem solver who would like to join our team in Jakarta? Someone with a startup mentality, who is capable of integrating into a multicultural team?TREVO aims to change the way people in South East Asia move around by becoming the biggest car-sharing platform in South East Asia. We are currently the biggest player in Malaysia and aim to scale out our product offering across more verticals and geographies.We are growing fast - this is an extremely exciting moment for TREVO.**What will you be engaged in?**As our new Quality and Training Associate, you will have the opportunity to improve customer experience through the quality of service delivered, create engaged customers and facilitate organic qualitative improvement.- Participate in the development of monitoring formats and quality standards for tasks relevant to the team.- Perform quality assurance monitoring and provide trend data to the management team.- Use the quality monitoring data management system to compile and track performance at team and individual level.- Provide regular coaching to CS agents using direct and constructive feedback.- Participate in customer and client listening programs to identify customer needs and expectations.- Provide actionable data to various internal support groups as needed.- Coordinate and facilitate call calibration sessions for customer service team.- Provide feedback to customer service team leaders and managers.- Prepare and analyse internal and external quality reports for management staff review.- Driving operational excellence in training processes, training programs & content design, training assessment, delivery and evaluation across internal and external teams.- Collaboratively design and maintain core training programs and their collective collateral to ensure accuracy and efficiency in training classrooms.- Work closely with the management team, the Customer Experience team, and other teams to create and implement new, engaging course materials and training programs in all pertinent formats (including eLearning).- Ensuring consistency in CS Training through streamlined training processes.- Ensuring the training experience is consistent in tone, voice, and style with knowledge, quality, and product resources- Manage and prioritize training program updates and requests from internal partners.- Ensure alignment of core training curricula to the operational change roadmap and the continuous improvement initiatives as they are implemented.- Accountable for measuring, tracking and reporting quality assurance and training performance and impact using a blend of quantitative and qualitative measures against defined OKRs.- Perform other duties as assigned.First and foremost, ask yourself: Are you customer-obsessed? This is TREVO's prime value that drives our mission forward. If your heart and mind shout "YES, I am!", you have just identified a fundamental match between you and your future TREVO team.- Proven experience as a customer-oriented quality and training specialist- Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.- Highly customer-centric and driven to achieve best-in-class customer experience.- Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.- Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.- Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones.- High proficiency in English and Bahasa Indonesia.- Data-oriented, with advanced-level Ms Excel knowledge.- Strong aesthetic, design composition, and typographic abilities.- Ability to create engaging and effective training materials that fits the brand.- A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work- Able to manage multiple tasks simultaneously while consistently delivering high quality results- Bachelor's Degree in Business Administration or any other relevant discipline.**What will we offer you?**- Be part of the fastest-growing car-sharing company in the world!- Opportunity to drive new ideas and make a measurable impact on company metrics- Work with incredibly driven people with great executable ideas
