job description
Join Converge ICT Solutions as a Quality Assurance Supervisor in the vibrant heart of Bali and lead the charge in elevating customer satisfaction through data-driven insights. In this pivotal role, you will spearhead the analysis of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, identifying key trends and leading indicators that shape our quality monitoring frameworks.
Based in Canggu, Bali, you’ll collaborate with cross-functional teams to implement strategic improvements, ensuring our services consistently exceed customer expectations. This is a unique opportunity to blend analytical expertise with leadership in a dynamic, fast-paced environment where your contributions directly impact business growth and customer loyalty.
If you’re passionate about transforming data into actionable strategies and thrive in a culture of innovation, we’d love to hear from you. Apply today to be part of a team that values excellence, collaboration, and continuous improvement.
Responsibility
- Monitor and analyze NPS and CSAT performance metrics, identifying trends, root causes, and opportunities for improvement.
- Develop and implement quality assurance frameworks to enhance service delivery and customer experience.
- Lead a team of QA analysts, providing mentorship, training, and performance feedback to drive excellence.
- Collaborate with customer service, operations, and product teams to align QA strategies with business objectives.
- Design and execute data-driven quality audits and assessments to ensure compliance with service standards.
- Prepare and present detailed reports and dashboards for senior management, highlighting key insights and recommendations.
- Drive continuous improvement initiatives by leveraging customer feedback and performance analytics.
- Stay updated on industry best practices in QA and customer experience to maintain a competitive edge.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, ICT, or a related field; advanced degrees are a plus.
- Minimum 5 years of experience in quality assurance, customer experience, or a similar analytical role, with at least 2 years in a supervisory capacity.
- Proven expertise in NPS, CSAT, and other customer satisfaction metrics, with a track record of driving improvements.
- Strong analytical and problem-solving skills, with proficiency in data visualization tools (e.g., Tableau, Power BI).
- Excellent leadership and team management abilities, with a focus on coaching and development.
- Exceptional communication and stakeholder management skills, with the ability to present complex data clearly.
- Familiarity with ICT industry standards and quality management systems (e.g., ISO 9001) is advantageous.
- Proficiency in English (written and verbal) is required; knowledge of Indonesian is a plus.