Johor - Customer Service QA

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A recruitment agency is looking for a Quality Assurance specialist in Nusa Jaya, Indonesia. The candidate will monitor customer interactions, maintain QA guidelines, and provide feedback to agents. Strong analytical and communication skills are essential, alongside proficiency in Mandarin and English. This role offers benefits like annual leave and training, and involves a rotational shift.

Benefits

Annual Leave

Medical Leave

EPF/SOCSO

Training Provided

Allowance Provided

Qualifications

• Proven experience in QA, ideally in a contact center.
• Excellent listening and analytical skills.
• Able to work independently and manage time effectively.

Responsibilities

• Monitor and evaluate customer interactions for quality compliance.
• Maintain and update QA guidelines and scoring standards.
• Prepare quality reports and share insights with management.

Skills

Quality Assurance experience

Service principles knowledge

Analytical skills

Communication skills

Proficiency in Mandarin

Proficiency in English

Tools

Excel

Google Sheets

Job description

Job Responsibilities

• Monitor and evaluate customer interactions across channels to ensure quality compliance.
• Maintain and update QA guidelines, forms, and scoring standards.
• Identify trends, gaps, and training needs through reviews.
• Provide timely feedback and coaching to agents and team leads.
• Partner with training/operations to align quality with performance goals.
• Prepare quality reports and share insights with management.
• Support initiatives to enhance agent performance and customer satisfaction.
• Ensure adherence to company policies, regulations, and industry standards.
• Continuously improve QA processes and service delivery.

Job Requirements

• Proven experience in QA, ideally in a contact center.
• Strong knowledge of service principles, procedures, and quality metrics.
• Excellent listening, analytical, and communication skills.
• Able to work independently, manage time, and meet deadlines.
• Proficient in Excel/Google Sheets or other data analysis tools.
• Willingness to work rotational shift.
• Proficient in Mandarin and English, Cantonese is a plus.

Job Benefits

• Annual Leave and Medical Leave
• EPF/SOCSO
• 5 working days
• Training Provided
• Allowance Provided