Customer Service - Audit & Compliance Excellence Lead

Jakarta Pusat, DKI Jakarta, Indonesia
Full Time
Experienced
We are looking for a detail-oriented, self-driven, and proactive professional to take ownership of the CSCX audit and compliance process. In this role, you will lead a team of Audit & Compliance agents,  who are responsible to ensure that ticket activities are audited accurately and on time. You will play a key role in spotting trends, identifying gaps, and delivering clear reports which will help to drive operational excellence across the organization.

Responsibilities    
  • Lead and mentor a team of staffs who are responsible for auditing CSCX tickets.
  • Take ownership in understanding the audit logic by reviewing and validating the tickets against predefined audit criteria.
  • Act as the first touchpoint who can detect data inconsistencies, escalation gaps, and areas for overall CSCX process excellence.
  • Consolidate and formulate findings from the daily audit result, then be the key person to prepare periodic(daily/weekly/monthly) reports.
  • Analyze the findings and provide actionable insights and recommendations to relevant stakeholders.
  • Collaborate with cross-functional teams (CSCX, Product, Ops, etc.) to identify and solve unclear or abnormal cases.
  • Establish and maintain proper documentation of audit processes, findings, and reports.
  • Be one of the key contributors to the continuous improvement of audit methodologies and tools, as well as the overall CSCX protocols and playbook.

Requirements
  • Min 1 year experience in Customer Service or Contact Center Operations. 
    Exposure in Audit or QA monitoring for Customer Service is preferable
  • Earned a Bachelor’s degree in Business, Operations, or a related discipline.
  • Possessed hands-on expertise in quality assurance, auditing, and ticketing system evaluations, ensuring seamless service delivery and continuous improvement.
  • Known for a sharp analytical mindset and eagle-eyed attention to detail — able to spot trends, anomalies, and opportunities for optimization before others do.
  • Fluent in data — with proficiency in Excel, Google Sheets, and a solid grasp of basic data analysis to drive informed decision-making and reporting.
  • A trusted team collaborator and communicator, skilled at leading peers with clarity and purpose while fostering alignment and accountability.
  • Thrive under pressure with a self-driven work ethic, expertly juggling competing priorities and tight deadlines effectively
  • Familiarity with CSCX or customer service platforms (e.g., Zendesk, Freshdesk, etc.).
  • Experience working in a tech/start-up or fast-paced environment.
  • Basic understanding of operational KPIs and ticket categorization.

About Moladin

Moladin is Indonesia’s leading mobility fintech platform with end to end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used car agents and dealer MSMEs, and provides used car consumers with better financing access through digitized loan underwriting. This is supported by its strong used car capabilities with branches and warehouses covering more than 100 cities, industry-leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK-regulated multi-finance company PT Moladin Finance Indonesia. Moladin’s vision is to be a positive driving force in the physical and social mobility of all the people it touches (“Mobility for all”).

For further information about Moladin, please visit https://moladin.com

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