Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia. Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.Īs of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.' It is Indonesia’s first and only decacorn. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. While we haven’t physically gathered everyone together in awhile (we’re a pretty big group!), we make sure to stay connected through virtual Zoom parties, online games, and occasional (surprise) deliveries. We partner with the operations and product teams to provide a seamless experience throughout our user’s service journeys, and constantly strive to make things better.Īs a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. The Service Excellence team is a unit within the broader Gojek Singapore team that handles end-to-end support for our driver-partners and customers. Can thrive in fast-paced environment and feel comfortable with a very high level of responsibility.Strong stakeholder and project management capabilities.Exceptional analytical, problem solving and data visualization skills.Excellent leadership, management, verbal and written skills.Experience with data studio and SQL is an advantage.Knowledge in Google Suite (Google Sheets, Google Docs, Google Slides, etc.), MS Excel.Complete understanding of quality assurance framework for vendor and in-house customer service teams.At least 3 years of experience in training and quality within Customer Service.Proactively identifies opportunities and coordinates with different functions – operations, training, content, and reporting towards quality improvement.Establish quality governance process with vendor and operations to ensure effective communication and organization.Ensure that the quality project resources are aligned with the broader quality team roadmap and business priorities and that changes are rolled out in a timely and effective manner.Map the need for training and onboarding programs and prioritize improvement initiatives.Coordinates and facilitates ticket calibration sessions for internal and external teams.
Collaborates with quality team members to identify and streamline processes and implement process standards that enhance service delivery and the user experience.Performs trend data and tracking of performance at team and individual level by providing meaningful and constructive feedback.Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.Through effective project management, you will help define, standardize, and innovate the program across in-house customer service teams and workflows. You will utilize strategic thinking and analytical capabilities to ensure that our service vendor is meeting quality standards and SLAs as defined by the team. As a Quality Manager for the Training, Quality and Content (TQC) team, you will be responsible for improving the overall service performance of Gojek. If you’re looking to be a part of a dynamic and innovative team and an opportunity to hone your skills in communication and training, look no further.
0 kommentar(er)
