Quality Control/Assurance Team Leader (Customer Experience)

PT. Sahabat Mikro Fintek; Jakarta Utara; On-site; IDR 668.672.000 - 1.003.010.000; Full time

Job summary

A leading financial service provider in Jakarta is looking for a Quality Control/Assurance Team Leader to maintain and improve service quality for Customer Service, Telesales, and Credit Analyst departments. The ideal candidate will have 3–5 years of QA experience, strong leadership, and analytical skills. Responsibilities include conducting quality checks, providing feedback, and collaborating with departments to enhance service processes.

Qualifications

• 3–5 years in Quality Assurance, preferably in Customer Service/Telesales.
• At least 1–2 years in a leadership or supervisory role.
• Proficient in English communication for both written and verbal.

Responsibilities

• Conduct quality checks across relevant departments.
• Provide feedback for improvement in communication and compliance.
• Lead calibration sessions for scoring consistency.
• Collaborate with department heads to enhance processes.

Skills

Quality Assurance experience

Leadership

Analytical skills

Communication

Data analysis tools

Tools

Excel

QA systems

Job description

Quality Control/Assurance Team Leader (Customer Experience)

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

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

Job Qualifications

• 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.
• Able to communicate in English, both written and verbal.
• Strong understanding of customer handling, sales communication standards, and compliance requirements.
• Excellent analytical and problem‑solving skills.
• Strong leadership and communication abilities.
• Proficient in data analysis tools (Excel, dashboard, QA systems).
• Experience in appeal handling, calibration, and coaching frameworks.

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