Quality Assurance for Customer Service

PT Concentrix Services Indonesia; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service company in Yogyakarta is seeking a Quality Assurance Specialist for Customer Service. In this role, you will monitor and evaluate customer interactions, provide coaching to agents, and identify trends to enhance service quality. Candidates should have proven experience in Quality Assurance and strong analytical skills. This position requires working on-site in Surakarta.

Qualifications

• Proven experience in Quality Assurance within a Customer Service or Contact Center environment.
• Strong understanding of customer service best practices and quality frameworks.
• Exceptional communication and feedback skills.

Responsibilities

• Monitor and evaluate customer service interactions to ensure quality standards.
• Analyze agent replies and identify strengths and areas for development.
• Implement strategies to improve the overall quality score.

Skills

Analytical skills

Communication skills

Attention to detail

Problem-solving skills

Tools

CRM systems

Quality monitoring tools

Job description

Are you a detail-oriented professional with a passion for customer excellence and a sharp eye for quality? Join our dynamic e-commerce team in Yogyakarta as a Quality Assurance Specialist for Customer Service!

In this role, you'll be instrumental in ensuring every customer interaction is top-notch. You'll assess replies, provide targeted coaching to agents, and continuously drive improvements to maintain high-quality service for our growing e-commerce platform.

What You'll Do:

Monitor and evaluate customer service interactions (e.g., chat, email, calls) to ensure adherence to quality standards, policies, and procedures.

Analyze agent replies to customers, identifying strengths and areas for development.

Conduct mentoring sessions and provide constructive coaching to agents to address performance gaps and enhance their skills.

Proactively identify trends in customer inquiries and agent performance to prevent recurring issues.

Implement strategies to continuously improve the overall quality score of the customer service team.

Collaborate with Customer Service team leaders and trainers to refine processes and training.

Generate detailed reports on quality performance, highlighting key metrics and recommendations.

What We're Looking For:

Proven experience in Quality Assurance within a Customer Service or Contact Center environment.

Strong understanding of customer service best practices and quality frameworks.

Excellent analytical and problem-solving skills, with the ability to identify root causes.

Exceptional communication and feedback skills, both written and verbal, for effective coaching.

High level of attention to detail and accuracy.

Proficiency in using CRM systems and quality monitoring tools.

Ability to work independently and as part of a collaborative team.

Willingness to work on-site in Surakarta.

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Quality Assurance Role?

Have you worked in a call centre before?

Do you have customer service experience?

Information & Communication Technology Not specified