Description
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for a training and quality specialist responsible for maintaining an effective Training and Quality process within the Customer Service team.
Roles & Responsibilities
1. Ensures quality framework is in place based on the expected employee behaviour and coordinated across stakeholders;
2. Implements clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target;
3. Assesses quality issues, conducts root cause analysis, recommends insights, develops improvement plans, and collaborates with operations team to improve quality performance;
4. Researches and understands customer expectations and needs to drive their satisfaction;
5. Produces statistical reports and insights on quality performance;
6. Identifies and develops individualized and group training plans to address varying needs;
7. Effectively communicates updates and developments with team members, trainers and management;
8. Calibrates and certifies Inhouse and Outsource trainers and subject matter experts.
1. BA/BS degree or equivalent practical experience, advanced degree preferred;
2. 3 - 5 year-experience in training and quality, preferably within Customer Service;
3. Excellent written, verbal and interpersonal communication skills;
4. Experienced in developing and executing training programs;
5. Excellent skills for communicating and relating with both team members and customers;
6. Experience in eCommerce or marketplace platform is a plus;
7. Fluent in English and Bahasa Indonesia (for Indonesia market).
In depth knowledge of Quality Assurance System of Food & Beverage manufacturing, QMS, ISO, HACCP and Food Safety.
Ensure GMP implementation and monitoring.
Fully accountable for quality, production, manufacturing efficiency targets and Social & Environmental Affairs (SEA) in one factory of at least 500K monthlyâ¦
Perform market research & analysis, get connected with media and influencers.
Drafting content for social media, in-app, paid digital ads, email marketingâ¦
Gather information and course elements from SMEs (subject matter experts).
Develop and design learning material, review educational content, and incorporateâ¦
