Content Quality Specialist Team Leader
Jakarta, Indonesia
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.- Identify and develop individualized and group training plans to address varying needs.- Effectively communicate updates and developments with team members, trainers and management.- Produce statistical reports and insights on quality performance.- Manage the team on day-to-day basis and provide the first hand support to team internal escalations.- Provide guidance and train new hires through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting the service delivery team by working with team, peers, and management.- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.
