QC & CS Supervisor - Manado

Job Desc :

• Monitor and analyze Service Level Agreement (SLA) data, identify discrepancies, and manage the appeal process for delays, including agent area SLA performance.

• Track and analyze data related to operational errors throughout the delivery process (from order to delivery confirmation), propose corrective actions, and ensure adherence to operational standards.

• Manage the process of penalty and reward data related to quality control, including communication with relevant departments and stakeholders, data verification, and timely submission to the central team.

• Analyze area quality data, highlight key issues, and drive improvement initiatives with the Network and Operations departments.

• Provide guidance and education to outlets on quality standards.

• Serve as a point of contact for the Customer Service department, contributing to departmental planning, decision-making, and the implementation of work results.

• Oversee the handling and escalation of customer complaints, gather and analyze customer feedback to inform business decisions, monitor service quality, and contribute to performance appraisals and reporting within the department.

Requirement :

• Bachelors degree in any major

• Responsible and experienced in leading a team

• Has 3-4 years experience in logistic, especially business operation and customer service

• Good communication skills

• Proficient in Microsoft Office

• Willing to travel for work and be placed anywhere

Information :

• Company : PT Global Jet Cargo
• Position : QC & CS Supervisor - Manado
• Location : Manado
• Country : ID