Quality Assurance for 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

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.