Summary
Overview
Work History
Education
Skills
Work Availability
Software
Timeline
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Dini Indriani Wiguna

Dini Indriani Wiguna

Service Quality Assurance Team Lead
Jakarta

Summary

7+ years of expertise in Service Quality Assurance and Quality Control, specializing in process improvement, team performance optimization, and redesigning quality management systems to enhance operational efficiency. Eager to leverage skills in Service Quality Controlling to deliver measurable results and drive success in future projects. Skilled in regression test analysis and adept at team collaboration, I successfully managed a QA team, achieving a Business Process Quality score of 95-100%.

Overview

7
7
years of professional experience

Work History

Service Quality Assurance Team Lead

PT.Bukalapak.com
Jakarta, Jakarta
11.2022 - 12.2024
  • Manage and develop a team of 15 local professional QA, from recruitment, performance management, and professional development to achieve KPIs.
  • Establish and optimize workflows, SOPs, and quality processes through continuous evaluation and analysis of outcomes and reports on a weekly basis with achieving Business Process Quality score of 95 - 100%.
  • Drive improvements in Search Operations processes, and strategies, ensuring alignment with company objectives through Improvement Project lead by team members by customer satisfaction data sources with a achieving target of 80%.
  • Manage and prioritize operational projects with the Cross Functional Team (stakeholders of my department - including BPO), ensuring deliverables meet and exceed stakeholder expectations + timeline.

Service Quality Assurance Staff

PT.Bukalapak.com
06.2018 - 11.2022
  • Conducted monthly quality checks (sampling) for Email, Social Media, Live Chat, Payment, Fraud, Mitra Bukalapak, Return, Delivery Monitoring and KYC, achieving Business Process Quality scores of 90-100% and ensuring regulatory compliance.
  • Analyze customer satisfaction and collaborated with Operation, Analyst, Business team to implement improving customer satisfaction by 80%
  • Conduct feedback & coaching to CS found mistake with score under 80% for improve score 80 - 100% in weekly.

Operations Customer Service Specialist

PT.Bukalapak.com
10.2017 - 06.2018
  • Handled customer complaints and requests for Unilever Food Solutions products and promotions with a response time of 90%.

Education

Bachelor of Science - Computer Science

Indraprasta PGRI University
Jakarta, Indonesia
08-2016

Skills

Adaptability and flexibility

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Looker

Spreadsheet

Google Calendar

Slack

Google Slide

Timeline

Service Quality Assurance Team Lead

PT.Bukalapak.com
11.2022 - 12.2024

Service Quality Assurance Staff

PT.Bukalapak.com
06.2018 - 11.2022

Operations Customer Service Specialist

PT.Bukalapak.com
10.2017 - 06.2018

Bachelor of Science - Computer Science

Indraprasta PGRI University

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Dini Indriani WigunaService Quality Assurance Team Lead