Analyst - XL Center Quality Management
Responsibilities :
- Assess the internal process effectiveness of Management Control System (MCS) in the appointed XL/experience center to ensure that XL/experience center deliver committed quality of customer service excellence.
- Monitor and evaluate the service quality in XL/experience center to ensure that XL/experience center perform well as targeted in key performance indicator and comply with SOP, method & procedures.
- Educate the XL/experience center about the usage of KPI templates to improve service quality.
- Recommend the improvement activities by deliver report of audit and maintain the action log to the appointed XL/experience center to improve service quality.
- Calibrate & validate mystery shopper result by comparing data from vendor with observed result and check list to capture customer experience from XL/experinence Center.
- Bachelor Degree (S1) from any discipline with at least 2 years working experience in Customer Service, Call Center or Walk in Center Operations from Telco or Service Industry.
- MS. Office
- Knowledge in Walk in Center or Operational CS Operational
- Audit & management
- Attention to detail
- Analytical Thinking
- Service quality monitoring tools
- Communication skill
- Reporting skill
Responsibilities :
- Implement ERP functional enhancement, process improvement, and integration to other system (e.g system billing) to ensure efficien Gather requirement for ERP implementation project related to XL business process to reduce ERP related problems and add sub module
- Review problems occurred in XL business process to solve problems related to ERP function
- Provide pro-active and timely solutions to fulfill user requests related to ERP operation
- Analyze all outstanding requirement, unsolved problem, and outstanding user request to ensure deliverable of problem solving and u
- Analyze and improve authorization profile to comply with business process matrix according to user qualification on authorization
- Monitor and execute project implementation related to cross module to implement ERP improvement
- Train key user related to business process to support knowledge related to ERP operation Module
- Minimum bachelor degree (S1) majoring in Mathematics and Science, Engineering, and Information Management
- Minimum having experience
- Intermediate Computer (Ms. Office, Internet, Windows)
- Intermediate ERP knowledge (preferably)
- Intermediate Module knowledge (preferably)
- Basic Programmer Skill
- Module Plant Maintenance and Project System
- Basic Analytical Skill
- Intermediate Attention to detail
- Basic Problem Solving
- Basic Project Management
Mail -- O-IT