Quality Assurance Customer Service (English)

PT Indotel Maju Bersama; Kota Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A company in the service sector is seeking a Quality Assurance Customer Service professional in Yogyakarta. You will monitor customer interactions, develop QA scorecards, and provide feedback to enhance service delivery. Candidates should have at least a Bachelor’s Degree, alongside 1-3 years of relevant experience in Quality Assurance. Strong analytical, communication, and problem-solving skills are essential. Willingness to work in shifts is required.

Qualifications

• 1–3 years of experience in Quality Assurance in Customer Service or E-commerce.
• Strong knowledge of customer service processes and best practices.
• Ability to work independently as well as collaboratively in a team environment.

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards.
• Develop and maintain QA scorecards, rubrics, and evaluation criteria.
• Provide feedback and coaching to improve performance and service delivery.
• Identify trends and training opportunities through regular QA reviews.
• Collaborate with teams to address performance gaps.
• Prepare QA reports and insights for management.
• Participate in calibration sessions to ensure scoring consistency.
• Continuously review and update QA processes to enhance customer satisfaction.

Skills

Excellent listening skills

Analytical skills

Communication skills

Detail-oriented

Problem-solving skills

Organizational skills

Education

Bachelor Degree or above

Job description

Quality Assurance Customer Service (English)

Monitor and evaluate customer interactions (calls, chats, emails, etc.) to ensure compliance with quality standards.

Develop and maintain QA scorecards, rubrics, and evaluation criteria.

Provide feedback and coaching to customer service representatives to improve performance and service delivery.

Identify trends, gaps, and training opportunities through regular QA reviews and analysis.

Collaborate with Training, Operations, and Workforce teams to address performance gaps.

Ensure compliance with regulatory and company policies in all customer interactions.

Prepare QA reports and insights for management, highlighting performance trends and recommendations.

Participate in calibration sessions to ensure scoring consistency across QA team members and supervisors.

Continuously review and update QA processes to enhance customer satisfaction and efficiency.

Requirements:

• 1. Bachelor Degree or above;
• 2. Excellent listening, analytical, and communication skills.
• 3. Strong knowledge of customer service processes and best practices.
• 4. 1–3 years of experience in Quality Assurance in Customer Service or E-commerce.
• 5. Detail-oriented with strong problem-solving and organizational skills.
• 6. Ability to work independently as well as collaboratively in a team environment.

Willing to work in shifts