Quality Assurance (Customer Service) - SPX Express (Jakarta)

Check Claim Team ticket interactions and ticket data from CRM system to assess the quality of claim team problem solving based on both the QA (Quality Assurance) Scorecard and QA standard quality.

Real time sampling to review Claim Team Agents case handling.

Observe agents live to identify root causes of issues and determine necessary support.

Align understanding across departments through calibration sessions, ensuring case handling is consistent with agreed SOPs.

Provide regular coaching for Claim Team agents in order to maintain and improve Claim Team Agents service quality.

Create, maintain and update case handling SOP to be relevant with current circumstances.

• Minimum Bachelor's Degree in any major.
• At least 1 year of experience in Customer Service or Claims Team as QA (previous Team Lead experience is a plus).
• Proficient in using Microsoft Excel or Google Spreadsheet formulas.
• Strong attention to detail with the ability to adapt quickly to new changes.
• Excellent communication, collaboration, and analytical skills with a focus on problem-solving.
• A strong commitment to team dynamics, with the ability to contribute expertise for continuous improvement.