Analyst XL Center Quality Management PT XL Axiata Tbk Jobs and Career December 2012

PT XL Axiata Tbk is a leading telecommunication company in Indonesia. Began commercial operation since October 8, 1996, XL is currently the mobile service provider with a wide network all over Indonesia and qualified for retail customers (Consumer Solutions) and solutions for corporate customers (Business Solutions).

XL Axiata, the only operator that has an extensive fiber optic network. XL launched XL 3G on 21 September 2006, based on 3G mobile telecommunications services first are the fastest and the largest in Indonesia. XL majority owned by Axiata Group Berhad ("Axiata Group") through Axiata Investments (Indonesia) Sdn Bhd (formerly Indocel Holding Sdn Bhd) (66.55%) and the rest is public (33.45%). As part of the Axiata Group together with Aktel (Bangladesh), HELLO (Cambodia), Idea (India), MTCE (Iran), Celcom (Malaysia), Multinet (Pakistan), M1 (Singapore), Samart (Thailand) and Dialog (Sri Lanka), to be the best in Asia.

Analyst - XL Center Quality Management
Application Deadline: December 31, 2012

Responsibilities

• Assess the internal process effectiveness of Management Control System (MCS) in the appointed XL/experience center to ensure that XL/experience center deliver committed quality of customer service excellence.
• Monitor and evaluate the service quality in XL/experience center to ensure that XL/experience center perform well as targeted in key performance indicator and comply with SOP, method & procedures.
• Educate the XL/experience center about the usage of KPI templates to improve service quality.
• Recommend the improvement activities by deliver report of audit and maintain the action log to the appointed XL/experience center to improve service quality.
• Calibrate & validate mystery shopper result by comparing data from vendor with observed result and check list to capture customer experience from XL/experinence Center.

Requirements

1. Bachelor Degree (S1) from any discipline with at least 2 years working experience in Customer Service, Call Center or Walk in Center Operations from Telco or Service Industry.
2. MS. Office
3. Knowledge in Walk in Center or Operational CS Operational
4. Audit & management
5. Attention to detail
6. Analytical Thinking
7. Service quality monitoring tools
8. Communication skill
9. Reporting skill

Successful candidates will work in a result oriented and dynamic environment. English proficiency and computer literacy are required for this position.