English Customer Support Trainer and Quality Assurance

TP; Kota Yogyakarta; In loco; IDR 96.000.000 - 180.000.000; Tempo pieno

Descrizione del lavoro

TP in Yogyakarta is seeking an English-speaking Trainer & Quality Assurance (TQA) Specialist to join our growing team. You will deliver training programs for customer service teams and support global clients.

You should have CEFR B2-C2 English, at least 6 months in Training or QA, and strong coaching and communication skills. This role partners with Operations to align initiatives and improve service quality. Join TP to drive excellence and growth.

Competenze

• CEFR B2-C2 English proficiency (spoken and written).
• Minimum 6 months experience in Training or Quality Assurance.
• Excellent communication, coaching and interpersonal abilities.
• Strong understanding of customer service KPIs and quality metrics.

Mansioni

• Deliver training programs in English for customer service teams.
• Monitor and evaluate calls, chats, and emails for quality.
• Develop and maintain QA frameworks aligned with client expectations.
• Provide coaching and constructive feedback to agents.
• Collaborate with Operations to align training with business goals.
• Analyze QA and training metrics to identify gaps and drive improvement.

Conoscenze

English proficiency

Training/QA experience

Communication skills

KPIs / quality metrics

Descrizione del lavoro

Training and Quality Assurance Customer Service

We are looking for a skilled and motivated English-speaking Trainer & Quality Assurance (TQA) Specialist to join our growing team in Yogyakarta. This role is ideal for professionals with experience in customer support environments.

In this role, English proficiency at the B2-C2 level is required, as you will support global clients and customers.

What You Will Do:

• Deliver training programs in English for customer service teams
• Monitor and evaluate call, chat, and email interactions to ensure service quality standards are met
• Develop, enhance, and maintain QA frameworks in line with client expectations
• Provide coaching and constructive performance feedback to agents
• Collaborate closely with Operations to align training initiatives with business objectives
• Analyze QA and training metrics to identify gaps and drive continuous improvement

What We’re Looking For:

• English proficiency at CEFR B2-C2 level (spoken and written)
• Minimum 6 months of experience in a Training or Quality Assurance role
• Excellent communication, coaching, and interpersonal skills
• Strong understanding of customer service KPIs and quality performance metrics

Be Proud — Lead a team and build a career worth flexing.

Be Global — Manage overseas clients and customers.

Be TP — Join a company that celebrates leadership, growth, and a people-first culture.