Customer Service Training & QA Specialist

PT Horizon Internusa Persada; Kota Yogyakarta; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Travelio in Yogyakarta is seeking a Trainer & Quality Assurance Customer Service to develop and update training materials and assessments for new hires and refreshment programs. You will deliver customer service training, conduct audits, and provide coaching to support continuous improvement across the customer service team.

The role requires a bachelor’s degree in Education or related field, strong communication and public speaking skills, and proficiency with MS Office or Google Workspace.

Qualifications

• Bachelor's degree in Education, Communication Science, or related field.
• Experience in customer handling, customer service team training, or customer service team audits.
• Strong communication and presentation skills including public speaking ability.
• Understanding of quality monitoring concepts, standard operating procedures, service quality, coaching, and training.

Responsibilities

• Create, develop, and update training materials and evaluations for new hire and refreshment programs
• Deliver customer service training for new hires and refreshment sessions
• Analyze and provide recommendations for refreshment training materials
• Conduct cross-training with other teams
• Perform audits for the customer service team
• Analyze and evaluate audit results to identify gaps and improvement opportunities
• Create, develop, share, and update knowledge base for the customer service team
• Create and update performance reports from quality assurance activities
• Provide coaching to customer service agents
• Coordinate with customer service and other teams to calibrate standard operating procedures

Skills

Strong communication

Public speaking

Education

Bachelor's degree in Education, Communication Science, or related field

Tools

Microsoft Office

Google Workspace

Excel/Spreadsheet

Presentation design tools

Quiz platforms

Job description

Travelio in Yogyakarta is seeking a Trainer & Quality Assurance Customer Service to develop and update training materials and assessments for new hires and refreshment programs. You will deliver customer service training, conduct audits, and provide coaching to support continuous improvement across the customer service team.

The role requires a bachelor’s degree in Education or related field, strong communication and public speaking skills, and proficiency with MS Office or Google Workspace.