QA (E-Commerce) Need Experience

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 400.667.000 - 601.002.000; Full time

Job summary

A recruitment agency in Indonesia is seeking a Quality Assurance Specialist to monitor customer service interactions and ensure compliance with company standards. The ideal candidate should hold a Diploma/Degree in Business or a related field, have 1-2 years of Quality Assurance experience, and be proficient in Mandarin and English. The role offers training, relocation opportunities, and annual leave.

Benefits

Provided training

Allowance

Annual leave/Medical leave

Relocation assistance

Qualifications

• Minimum 1-2 years of experience in Quality Assurance within a BPO, customer service, or ecommerce environment.
• Experience in customer service preferred.
• Proficient in Mandarin and English; Cantonese speaking preferred.

Responsibilities

• Monitor, evaluate, and assess customer interactions to ensure quality standards.
• Conduct audits on order processing and dispute resolution to maintain compliance.
• Provide regular feedback and coaching to agents for performance improvement.

Skills

Analytical skills

Communication skills

Listening skills

Education

Diploma/Degree in Business, Communications, or related field

Tools

Zendesk

Salesforce

Freshdesk

Job description

Job Responsibility

• Monitor, evaluate, and assess customer interactions (calls, chats, emails) to ensure service quality meets client and company standards.
• Conduct audits on order processing, returns, refunds, and dispute resolution to maintain compliance with ecommerce policies.
• Identify process gaps, errors, or non‑compliance in customer support and recommend corrective actions.
• Provide regular feedback, coaching, and support to agents for performance improvement.
• Prepare and maintain QA reports, dashboards, and quality scores for management and client review.
• Collaborate with Team Leads and Operations Managers to develop training materials and quality guidelines.
• Ensure compliance with data security, fraud prevention, and ecommerce regulations.
• Analyze customer feedback and trends to improve service delivery and enhance customer satisfaction.

Job Requirements

• Diploma/Degree in Business, Communications, or related field
• Minimum 1‑2 years of experience in Quality Assurance within a BPO, customer service, or ecommerce environment.
• Experience in customer service preferred.
• Familiarity with QA monitoring tools, CRM platforms, and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
• Excellent analytical, listening, and communication skills.
• Proficient in Mandarin and English. Cantonese speaking preferred.

Job Benefits

• Provided training.
• Willing to relocate work in Iskandar Puteri, JB.
• Provided allowance.
• Annual leave/Medical leave.