Rinaldi Yushar Rosadi Email & Phone Number

Indonesia

1. Evaluate and calibrate all Quality Assurance efforts and output results (QA evaluation, case analysis, C/DSAT analysis, coaching, feedbacks, refreshments, etc.).2. Oversee the implementation of development plans derived from the quality assurance evaluation.3. Responsible for managing, plans, and review overall CS training and development plans, including quizzes and general training schedule.4. Lead and support various projects; from planning, preparing requirements/ROIs, BRD preparations, UATs, to the completion of the projects, both CS related and interdepartmental projects.5. Initiate, lead, & organize the project to document and archive all of Ula CS’ SOP, Guidelines, and Working Instructions, including drafting & creating the SOP/WI documents, project tracker and tracking tools to track every modification done to every CS documents.6. Designs & implements various tools and methods such as Ula's CS Performance Tiering to be used to define agent's performance & development plans, CS QA methods to be used in different transaction channels (live chat, inbound calls, outbound calls, social media, & escalation team), and internal PIP method to be used by CS team.

Greater Jakarta Area, Indonesia

1. Lead the CS Center of Excellence team, consisting of 2 QA analyst, 1 Trainer, 1 Knowledge Management Specialist, 1 SOP Analyst, and 2 Chatbot Trainers.2. Responsible to manage various tasks to keep close communication with every stakeholder to deliver desired results related to internal-external customer service knowledge base, customer service business process, and customer service SOP.3. Lead and support various CS related projects; from planning, preparing requirements/ROIs, BRD preparations, UATs, to the completion of the projects.4. Initiated & leads the QA revamp project through various CS units, from designing to implementing the new QA SOP, formulating the QA scorecard, and integrating the scorecard to the CRM with the help of the internal Salesforce team.5. Creating the very first concept design of helps.jd.id; JD.id's new help center & implementing the design into a fully working system with the help of PMO team. 6. Develop an analytical report of quality assurance, coaching and training result data to understand and identify issue trends and skill gaps to be used as a recommendation to management to decide countermeasures in order to optimize overall customer experience.7. Deliver monthly statistical reporting to share knowledge with managements, to be used in KPI (Key Performance Indicator), and meetings.

Greater Jakarta Area, Indonesia

1. Supports, documents and maintains quality policies, procedures, and monitoring forms.2. Evaluate and review QA staffs sampling & evaluation result.3. Develop an analytical report of quality assurance data to understand and identify trends and skill gaps and recommend to management countermeasures to optimize the customer experience.4. Deliver monthly statistical reporting to share knowledge with the management team, to be used in KPI (Key Performance Indicator), and meetings.

Greater Jakarta Area, Indonesia

Greater Jakarta Area, Indonesia

1. Conducting quality evaluation of the CCS (Customer Care Specialist) by monitoring voice call recording, live chat transcript, or email samples based on the trending issue handled by the CCS to ensure the CCS have appropriate manner when interacting with customers, have excellent knowledge of the product and performed the job based on SOPs and work instructions.2. Identify area for improvement, develop improvement plan, and delivering feedbacks to the CCS based on the report from the quality evaluation to improve the CCS' performance.3. Monitor the implementation of the development plan to streamline the process, improving performance, and increase the productivity of the CCS.4. Monitoring process and product updates.5. Initiating makeshift procedures to prevents misinformation to the customer if sudden product updates or any irregularities to the standard process flow should happen.

Greater Jakarta Area, Indonesia

1. Responding to complaints, inquiries and feedbacks submitted by customers through live chat sessions and emails.2. Helping customers getting information about their orders.3. Helping customers solving their problems regarding orders and services provided by Lazada Indonesia.4. Helping customers getting information about services provided by Lazada Indonesia.5. Bridging communication between customers, sellers, and Lazada Indonesia.