Date Posted:
Salary:
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Job Description

About the Role
A great opportunity awaits our Telesales Quality Control Manager who will act as a Leader within our Quality Control Telesales function and improving the Telesales quality together with Telesales Quality Control and Telesales Leaders, you’ll work to improve telesales quality processes and procedures in order to ensure the quality monitoring will impacting the acquisition. Your efforts will bolster MSME digitalization and help MSME grow their business with Gojek ecosystem.
You, as a Telesales Quality Control Manager role, will work closely with telesales leaders to help determine our best approach based on call quality standards, call analysis, and recent trends. The Telesales Quality Control Manager supervises all QC Telesales in evaluating the quality of approach on inbound and/or outbound calls and chats. You will analyze and identify trends within the telesales team and propose solutions based on feedback or customer behaviors. The challenge is to ensure all the recommendations for enhancements will impacting telesales performance and improve their achievement. You will manage high-level developing, creating and implementing telesales quality processes and procedures.

What You Will Do

    • You will manage day to day operational in QC such as QC sample logic, QC staff productivity, regular reporting, complaint management, and other daily responsibilities
    • Continuously review and monitor the quality result, and processes as part of the evaluation in order to improve the overall quality methodology and processes and also ensure the implementation of quality programs have a positive impact on telesales performance
    • Monitor and review all reporting, including the system /tools used by the QC team to drive effectiveness and efficiency
    • Planning and implementing educational activities based on trends and findings to improve the quality of Telesales agent
    • Maintain manpower in QC team by recruiting, training, and developing team members, and ensure the working environment encourage personal growth and development of team member

What You Will Need

    • Minimum 5 years of working experience in QC Telemarketing/ Call center/ Customer Service field preferably in services/ SaaS industry with minimum 3 years as a Leader / SPV level or 1 year as a Manager
    • Excellent oral, written, and interpersonal communication skills
    • Strong training acumen
    • Ability to analyze and decipher recommend changes to increase productivity
    • Ability to find or build complex speech analytics queries utilizing QA software
    • Proactive and initiative behavior at work
    • Able to speak and write in English
    • Excellent in Google Workspace (Sheets, Docs, etc), Balanced scorecard, Telesales tools and Microsoft office
About the Team
Our QC Telesales Team has 2 members and still growing. Our main responsibility is to ensure the quality and improve the Telesales output and achievement. One of the biggest challenges we had to face is the calibration session where agents tend to be denial. We eventually resolved it by preparing a solid evidence and friendly approach. Off-hours, you’d probably find us singing somewhere or traveling and shopping. Once COVID subsides, we’re excited to traveling or dinner together again.
About Gojek
Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.
As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.
Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.
About GoTo Financial
GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.
GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.
Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

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Job Detail

  • Job Id
    ff3054f5ebc6b405
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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