Customer Service QA Analyst: Elevate Service Quality

Elitez Pte Ltd; Tangerang; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Elitez Pte Ltd in Tangerang, Indonesia, is seeking a Quality Assurance (Quality Analyst) to monitor and improve customer service quality. The role focuses on reviewing performance, providing coaching, and analyzing data to drive service improvements.

Ideal candidates have experience in QA roles within call centres or BPOs, with strong communication skills in English and Bahasa Indonesia, and willingness to work shifts. Chinese/Mandarin is a plus.

Qualifications

• Experience in Quality Assurance or Quality Analyst roles.
• Experience in customer service, call centre, contact centre, or BPO is an advantage.
• Able to review and evaluate customer service performance against standards.
• Comfortable providing feedback and coaching to colleagues.
• Able to understand and analyse quality or performance data.
• Good communication and interpersonal skills.

Responsibilities

• Monitor and evaluate customer service performance against established quality standards.
• Review interactions and identify areas for improvement.
• Ensure quality standards are applied consistently across the team.
• Provide feedback and coaching to staff to improve performance.
• Work with Team Leaders and Operations to address quality issues.
• Analyse quality data and identify trends or recurring issues.
• Prepare regular quality reports and performance updates.
• Participate in calibration and standard alignment sessions.
• Support continuous improvement of customer service quality and processes.

Skills

Quality Assurance

Quality Analyst

Customer service

Communication

English proficiency

Bahasa Indonesia

Teamwork

Night shifts

Job description

Elitez Pte Ltd in Tangerang, Indonesia, is seeking a Quality Assurance (Quality Analyst) to monitor and improve customer service quality. The role focuses on reviewing performance, providing coaching, and analyzing data to drive service improvements.

Ideal candidates have experience in QA roles within call centres or BPOs, with strong communication skills in English and Bahasa Indonesia, and willingness to work shifts. Chinese/Mandarin is a plus.