QA (E-Commerce) Need Experience

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

Job summary

A recruitment agency is seeking a Quality Assurance Specialist for a role focused on monitoring customer service interactions in Tangerang, Indonesia. Responsibilities include evaluating customer support quality, conducting compliance audits, and preparing QA reports. Candidates should have a diploma in Business or Communications, experience in a BPO environment, and proficiency in Mandarin and English. Training and allowances are provided, with opportunities for relocation.

Benefits

Provided training

Relocation support

Allowance

Annual leave/Medical leave

Qualifications

• Minimum 1-2 years of experience in Quality Assurance within a BPO or customer service environment.
• Familiarity with QA monitoring tools and CRM platforms.
• Ability to speak Cantonese is preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure service quality.
• Conduct audits on order processing for compliance.
• Identify process gaps and recommend corrective actions.
• Provide coaching and support to improve agent performance.
• Prepare and maintain QA reports and dashboards.
• Collaborate on training materials and quality guidelines.
• Ensure compliance with data security and ecommerce regulations.
• Analyze customer feedback to improve service delivery.

Skills

Analytical skills

Listening skills

Communication skills

Proficiency in Mandarin

Proficiency in English

Education

Diploma/Degree in Business or Communications

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 1â2 years of experience in Quality Assurance within a BPO, customer service, or ecommerce environment.
• Have the experience in customer service more 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. Can speak in Cantonese more preferred.

Job Benefits

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