Skill diminta
AccurateCRMCommunicationCustomer ServiceGoogle WorkspaceLeadershipMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointPerformance Management
Gaji pasar untuk posisi ini
Median Rp6,5 jt/bulan · rentang umum Rp4,8 jt – Rp7,3 jt
Berdasarkan 251 lowongan QA & Testing se-Indonesia (semua level).
Lihat data gaji selengkapnya →Deskripsi
About Monee
Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.
Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.
Monee is part of Sea Limited, a global technology company.
Team Leadership
- Lead the QA Feedbacker team and ensure SLA, quality, and productivity.
- Monitor performance, attendance, workload, and development.
- Conduct coaching and performance reviews.
Feedback Quality
- Ensure feedback is accurate, consistent, and aligned with SOP and QA standards.
- Improve feedback content based on performance data and business updates.
Calibration & Standardization
- Conduct regular calibration with Feedbackers and stakeholders.
- Ensure consistent assessment and feedback standards.
- Socialize SOP, policy, and QA updates.
Performance & Analysis
- Monitor Feedbacker and agent performance.
- Analyze trends, recurring gaps, and improvement opportunities.
- Drive corrective and preventive actions.
Stakeholder Collaboration
- Work closely with QA, Training, Ops, WFM, and other stakeholders.
- Share key findings and support quality improvement initiatives.
Site Impact Evaluation
- Evaluate QA Feedbacker impact on site performance.
- Track QA, ZT, CSAT, productivity, KPI, and other key metrics.
- Compare pre- and post-feedback performance.
- Provide insights to improve feedback effectiveness and site performance.
- Minimum S1 degree from any discipline; Communication, Education, or Business preferred.
- Minimum 1 year in QA, QA Feedbacker, QA Analyst, Team Leader, Trainer, or similar Call Center/BPO role.
- QA/Feedbacker leadership experience preferred.
- Experience in quality monitoring, feedback, calibration, coaching, and performance analysis.
- Customer Service, Collection, Credit, or financial services experience is a plus.
- Proficient in Google Workspace/Microsoft Office, especially Sheets/Excel and Slides/PowerPoint.
- Able to manage and present performance data through dashboards and reports.
- QA/CRM/ticketing tools experience is a plus.
- Strong people management, coaching, and performance management skills.