QA (E-Commerce Industry)

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

Job summary

A recruitment agency is seeking a Quality Assurance professional located in Maluku Utara, Indonesia. The role involves monitoring customer interactions, providing feedback to agents, and ensuring compliance with e-commerce standards. Candidates should have 3-4 years of experience in quality assurance within a BPO or call center and a bachelor's degree. The position offers provided training, EPF/SOSCO benefits, and annual/medical leave.

Benefits

Provided training

EPF/SOSCO

Annual leave/Medical leave

Qualifications

• 3-4 years’ experience in Quality Assurance within a BPO or call center, preferably in e-commerce.
• Ability to work independently and manage multiple tasks.
• Customer-centric mindset focused on compliance and process improvement.

Responsibilities

• Monitor and evaluate customer interactions for compliance with standards.
• Provide feedback and coaching to improve customer handling.
• Prepare and present quality reports to management.

Skills

Analytical skills

Problem-solving skills

Communication skills

Knowledge of e-commerce operations

Education

Bachelor’s degree or equivalent

Tools

MS Office (Excel, PowerPoint)

QA monitoring tools/CRM systems

Job description

Job Responsibility

• Monitor and evaluate customer interactions (calls, chats, and emails) to ensure compliance with quality standards, client expectations, and e-commerce policies.
• Provide constructive feedback and coaching to agents to improve customer handling, product knowledge, and process adherence.
• Conduct calibration sessions with operations and clients to maintain alignment on quality expectations.
• Identify performance gaps, recurring issues, and root causes, and recommend corrective actions.
• Assist in developing and updating quality evaluation forms, scripts, and process guidelines.
• Prepare and present quality reports and insights to management, highlighting trends, risks, and opportunities for improvement.
• Collaborate with Training and Operations teams to address knowledge gaps and support continuous improvement.
• Ensure compliance with data security, e-commerce regulations, and BPO policies.
• Support initiatives to enhance customer experience, accuracy, and operational efficiency.

Job Requirements

• Bachelor’s degree or equivalent work experience.
• 3–4 years’ experience in Quality Assurance within a BPO or call center, preferably in the e-commerce industry.
• Strong knowledge of e-commerce operations such as order processing, logistics, returns, refunds, and payment handling.
• Excellent analytical and problem-solving skills, with attention to detail.
• Strong communication skills (verbal & written) to deliver effective feedback and reporting.
• Proficiency in MS Office (Excel, PowerPoint) and QA monitoring tools/CRM systems.
• Ability to work independently, manage multiple tasks, and adapt in a fast-paced environment.
• Customer-centric mindset with focus on process improvement and compliance.

Job Benefits

• Provided training.
• EPF/SOSCO.
• Annual leave/Medical leave.