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About The Role
We are looking for a Manager to oversee the delivery and execution of quality and training initiatives within our support operations. This role will focus on ensuring compliance with service and quality metrics while continuously driving improvements in both internal and outsourced contact center teams. The Service Quality Lead will manage quality assurance processes, analyze performance data, and implement strategic initiatives that optimize overall service delivery. Additionally, the role will involve developing and executing targeted training programs to support agent performance and enhance customer interactions.
What You Will Do
The Service Excellence team is a unit within the broader Gojek Singapore team that handles end-to-end support for our driver-partners and customers. We partner with the operations and product teams to provide a seamless experience throughout our user’s service journeys, and constantly strive to make things better.
As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. While we haven’t physically gathered everyone together in awhile (we’re a pretty big group!), we make sure to stay connected through virtual Lark parties, online games, and occasional (surprise) deliveries.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
We are looking for a Manager to oversee the delivery and execution of quality and training initiatives within our support operations. This role will focus on ensuring compliance with service and quality metrics while continuously driving improvements in both internal and outsourced contact center teams. The Service Quality Lead will manage quality assurance processes, analyze performance data, and implement strategic initiatives that optimize overall service delivery. Additionally, the role will involve developing and executing targeted training programs to support agent performance and enhance customer interactions.
What You Will Do
- Service Quality Management: Lead and manage the end-to-end delivery of quality initiatives within both the local and outsourced contact center, ensuring strict adherence to service and quality standards. Monitor and measure key compliance, performance, and quality metrics to ensure the highest level of service is consistently delivered.
- Quality Strategy Development: Design and implement a comprehensive Service Quality strategy, framework, and standards, aligning with business goals and customer expectations. Define and manage quality improvement initiatives across both internal teams and outsourced BPO operations.
- Quality Analysis & Improvement: Conduct detailed quality assessments, identify performance gaps, and lead root cause analysis to develop actionable insights. Collaborate closely with the operations team to drive continuous quality improvement across the support operations.
- Process Streamlining & Standardization: Collaborate with Care team members and other stakeholders to identify and streamline processes. Implement standard procedures and best practices that enhance both service delivery and the overall user experience.
- Training & Development: Identify training needs based on quality performance gaps and support the creation of targeted training programs. Ensure training initiatives are aligned with organizational goals and continuously enhance agent effectiveness. Focus on developing a high-performing contact center team.
- Project Leadership & Pilot Programs: Initiate, lead, and guide small- to medium-scale projects, including the pilot implementation of new platforms or tool functionalities aimed at enhancing training and moderation quality.
- Care Team & Contact Center Strategy: Support and promote the development of the Care team and Contact Center strategy, ensuring the business delivery model is customer-oriented, efficient, effective, and compliant, while achieving business goals.
- At least 3 years of experience in service quality, quality assurance, or similar roles within a contact center environment.
- Proven leadership experience in managing teams within a contact or customer service center, including both internal and outsourced teams.
- Deep understanding of quality assurance frameworks and best practices for both vendor and in-house customer service operations.
- Strong analytical and problem-solving skills, with the ability to assess performance data, identify issues, and drive actionable improvements in service quality.
- Proven ability in stakeholder management and the ability to collaborate across teams to achieve business and quality objectives.
- Project management experience, with a track record of leading quality and training initiatives in a fast-paced contact center or BPO setting.
- Experience in developing and implementing quality assurance and training solutions, ideally within the tech industry, is a strong advantage.
- Certifications in ACTA (Advanced Certificate in Training and Assessment) or Quality Management (such as Six Sigma or ISO certification) would be a bonus
The Service Excellence team is a unit within the broader Gojek Singapore team that handles end-to-end support for our driver-partners and customers. We partner with the operations and product teams to provide a seamless experience throughout our user’s service journeys, and constantly strive to make things better.
As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. While we haven’t physically gathered everyone together in awhile (we’re a pretty big group!), we make sure to stay connected through virtual Lark parties, online games, and occasional (surprise) deliveries.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
About The Role
We are looking for a Manager to oversee the delivery and execution of quality and training initiatives within our support operations. This role will focus on ensuring compliance with service and quality metrics while continuously driving improvements in both internal and outsourced contact center teams. The Service Quality Lead will manage quality assurance processes, analyze performance data, and implement strategic initiatives that optimize overall service delivery. Additionally, the role will involve developing and executing targeted training programs to support agent performance and enhance customer interactions.
What You Will Do
The Service Excellence team is a unit within the broader Gojek Singapore team that handles end-to-end support for our driver-partners and customers. We partner with the operations and product teams to provide a seamless experience throughout our user’s service journeys, and constantly strive to make things better.
As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. While we haven’t physically gathered everyone together in awhile (we’re a pretty big group!), we make sure to stay connected through virtual Lark parties, online games, and occasional (surprise) deliveries.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
We are looking for a Manager to oversee the delivery and execution of quality and training initiatives within our support operations. This role will focus on ensuring compliance with service and quality metrics while continuously driving improvements in both internal and outsourced contact center teams. The Service Quality Lead will manage quality assurance processes, analyze performance data, and implement strategic initiatives that optimize overall service delivery. Additionally, the role will involve developing and executing targeted training programs to support agent performance and enhance customer interactions.
What You Will Do
- Service Quality Management: Lead and manage the end-to-end delivery of quality initiatives within both the local and outsourced contact center, ensuring strict adherence to service and quality standards. Monitor and measure key compliance, performance, and quality metrics to ensure the highest level of service is consistently delivered.
- Quality Strategy Development: Design and implement a comprehensive Service Quality strategy, framework, and standards, aligning with business goals and customer expectations. Define and manage quality improvement initiatives across both internal teams and outsourced BPO operations.
- Quality Analysis & Improvement: Conduct detailed quality assessments, identify performance gaps, and lead root cause analysis to develop actionable insights. Collaborate closely with the operations team to drive continuous quality improvement across the support operations.
- Process Streamlining & Standardization: Collaborate with Care team members and other stakeholders to identify and streamline processes. Implement standard procedures and best practices that enhance both service delivery and the overall user experience.
- Training & Development: Identify training needs based on quality performance gaps and support the creation of targeted training programs. Ensure training initiatives are aligned with organizational goals and continuously enhance agent effectiveness. Focus on developing a high-performing contact center team.
- Project Leadership & Pilot Programs: Initiate, lead, and guide small- to medium-scale projects, including the pilot implementation of new platforms or tool functionalities aimed at enhancing training and moderation quality.
- Care Team & Contact Center Strategy: Support and promote the development of the Care team and Contact Center strategy, ensuring the business delivery model is customer-oriented, efficient, effective, and compliant, while achieving business goals.
- At least 3 years of experience in service quality, quality assurance, or similar roles within a contact center environment.
- Proven leadership experience in managing teams within a contact or customer service center, including both internal and outsourced teams.
- Deep understanding of quality assurance frameworks and best practices for both vendor and in-house customer service operations.
- Strong analytical and problem-solving skills, with the ability to assess performance data, identify issues, and drive actionable improvements in service quality.
- Proven ability in stakeholder management and the ability to collaborate across teams to achieve business and quality objectives.
- Project management experience, with a track record of leading quality and training initiatives in a fast-paced contact center or BPO setting.
- Experience in developing and implementing quality assurance and training solutions, ideally within the tech industry, is a strong advantage.
- Certifications in ACTA (Advanced Certificate in Training and Assessment) or Quality Management (such as Six Sigma or ISO certification) would be a bonus
The Service Excellence team is a unit within the broader Gojek Singapore team that handles end-to-end support for our driver-partners and customers. We partner with the operations and product teams to provide a seamless experience throughout our user’s service journeys, and constantly strive to make things better.
As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. While we haven’t physically gathered everyone together in awhile (we’re a pretty big group!), we make sure to stay connected through virtual Lark parties, online games, and occasional (surprise) deliveries.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.