Job Description
More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.
Responsibilities
- Performing issue analysis, validation and issue identification either according to management instructions or from proactive efforts using data analysis, business trends and voice of customers.
- Collaborating with relevant departments to discuss and develop actionable solutions then follow up on the progress until issues are fixed or the target is achieved.
- Driving process optimization, knowledge base update and product improvement according to the root cause analysis.
- Driving suppliers to develop improvement plans and targets by analyzing and identifying issue root causes. Being responsible for result improvement.
- Producing monthly reports (Issue-based report, improvement plan, improvement progress, and next step).
Qualifications
- Minimum 5 years experience in the after-sales technical service call center industry (Quality Assurance, Data Analyst or Operations Manager role).
- Minimum 3 years in-house call centre and responsible for consumer experience management (Voice of Customer, Experience Officer, or Quality Operation Management role).
- Use of analytical tools (Fishbone diagram, service journey flow chart, Six Sigma Yellow Belt - Histogram/Operation chart/Multivariate regression/scatter chart).
- English C1 or above 3. Be able to output analysis reports (presented in PPT format) and deliver professional presentations.
- Typing speed of at least 50 words/min (English).
- Excel advanced level.