Quality Assurance Team Lead - Customer Experience

SAMIR; Jakarta Utara; On-site; IDR 666.222.000 - 999.334.000; Full time

Job summary

A leading customer service firm in Indonesia is seeking a Quality Assurance Team Leader to maintain and enhance service quality across several departments. The role involves conducting quality checks, providing feedback, leading calibration sessions, and managing the QA team to ensure compliance and excellent customer experience. Candidates should possess a Bachelor's degree and have significant experience in Quality Assurance, alongside strong leadership and analytical skills.

Qualifications

• Minimum 3–5 years in Quality Assurance, with at least 1–2 years in a leadership role.
• Strong understanding of customer handling and compliance requirements.
• Experience in appeal handling, calibration, and coaching frameworks.

Responsibilities

• Conduct regular quality checks across departments.
• Provide detailed feedback to agents to improve customer experience.
• Lead calibration sessions for scoring consistency.
• Identify service gaps and collaborate on process improvements.
• Maintain and update QA scorecards and SOPs.
• Monitor key quality metrics like CSAT and DSAT.
• Manage QA analysts for balanced audit distribution.
• Generate regular QA reports and insights.

Skills

Communication in English

Analytical skills

Leadership abilities

Problem-solving skills

Proficiency in data analysis tools

Education

Bachelor’s degree

Tools

Excel

QA systems

Job description

Primary Role

The Quality Assurance Team Leader is responsible for maintaining and improving service quality for Customer Service, Telesales and Credit Analyst departments, ensuring all interactions meet SAMIR’s quality standards. The QA TL provides strategic insights, delivers coaching, and leads the QA team to ensure excellent customer experience, compliance, and effective communication across service and sales channels.

Key Responsibilities

1. Conduct regular quality checks across Customer Service, Telesales, and Credit Analyst departments.
2. Provide detailed feedback to agents and leaders to improve communication, compliance, and customer experience.
3. Lead calibration sessions to ensure scoring consistency among QA analysts.
4. Identify service gaps and collaborate with department heads to improve processes and training programs.
5. Maintain and update QA scorecards and SOPs for each department.
6. Monitor key quality metrics such as CSAT, DSAT, and sales compliance.
7. Manage QA analysts to ensure balanced audit distribution, reporting accuracy, and process adherence.
8. Generate regular QA reports, insights, and recommendations for management review.

Job Qualifications

1. Bachelor’s degree
2. Minimum 3–5 years in Quality Assurance, with at least 1–2 years in a leadership or supervisory role within Customer Service/Telesales/Credit Analyst environment
3. Able to communicate in English, both written and verbal.
4. Strong understanding of customer handling, sales communication standards, and compliance requirements
5. Excellent analytical and problem-solving skills.
6. Strong leadership and communication abilities.
7. Proficient in data analysis tools (Excel, dashboard, QA systems).
8. Experience in appeal handling, calibration, and coaching frameworks.