Quality Assurance (Quality Analyst – Customer Service)

Elitez Pte Ltd; Tangerang; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Elitez Pte Ltd in Tangerang, Indonesia, is seeking a Quality Assurance (Quality Analyst) to monitor and improve customer service quality. The role focuses on reviewing performance, providing coaching, and analyzing data to drive service improvements.

Ideal candidates have experience in QA roles within call centres or BPOs, with strong communication skills in English and Bahasa Indonesia, and willingness to work shifts. Chinese/Mandarin is a plus.

Qualifications

• Experience in Quality Assurance or Quality Analyst roles.
• Experience in customer service, call centre, contact centre, or BPO is an advantage.
• Able to review and evaluate customer service performance against standards.
• Comfortable providing feedback and coaching to colleagues.
• Able to understand and analyse quality or performance data.
• Good communication and interpersonal skills.

Responsibilities

• Monitor and evaluate customer service performance against established quality standards.
• Review interactions and identify areas for improvement.
• Ensure quality standards are applied consistently across the team.
• Provide feedback and coaching to staff to improve performance.
• Work with Team Leaders and Operations to address quality issues.
• Analyse quality data and identify trends or recurring issues.
• Prepare regular quality reports and performance updates.
• Participate in calibration and standard alignment sessions.
• Support continuous improvement of customer service quality and processes.

Skills

Quality Assurance

Quality Analyst

Customer service

Communication

English proficiency

Bahasa Indonesia

Teamwork

Night shifts

Job description

Quality Assurance (Quality Analyst - Customer Service)

Quality Assurance role involves monitoring and evaluating customer service performance to ensure service standards are consistently maintained. You will review service quality, identify areas for improvement, provide feedback and coaching to customer service staff, and analyse quality data to support better customer service performance.

Key responsibilities

Monitor and evaluate customer service performance based on established quality standards

Review customer service interactions and identify areas for improvement

Ensure quality standards are applied consistently across the customer service team

Provide feedback and coaching to customer service staff to improve their performance

Work with Team Leaders and Operations teams to address quality issues and improve service performance

Analyse quality performance data and identify trends or recurring issues

Prepare regular quality reports and performance updates

Participate in quality calibration and standard alignment sessions

Support continuous improvement of customer service quality and processes

About you

Previous experience in Quality Assurance, Quality Analyst, or a similar role is preferred

Experience in customer service, call centre, contact centre, or BPO is an advantage

Able to review and evaluate customer service performance against established standards

Comfortable providing feedback and coaching to colleagues or customer service staff

Able to understand and analyse quality or performance data

Good communication and interpersonal skills

Fluent in English and Bahasa Indonesia, both written and spoken

Willing to work shifts, including night shifts

Comfortable working in an environment where personal mobile phones are not allowed during working hours

Chinese/Mandarin language skills are an advantage

Responsible, detail-oriented, and able to work well as part of a team

Age 18-37 years old