SaaS Service Quality Analyst

Mekari; Jakarta Pusat; On-site; IDR 83,700,000 - 133,920,000; Full time

Job summary

Mekari is seeking a Service Quality Assurance Associate in Jakarta to safeguard high-quality service delivery across divisions. You will monitor SOP adherence, evaluate customer outcomes, and generate reports to drive improvements.

You will develop OKR-aligned scorecards, analyze performance data, coach service agents, and stay current with SaaS industry trends. The role requires a degree and at least 1.5 years in customer service or QA, with a lean toward software knowledge.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 1.5 years in customer service, quality control, or quality assurance.
• SaAS company experience is a plus.
• Basic software knowledge, especially in Accounting/HR, preferred.
• Strong analytical skills to solve problems and stay current with trends.
• Proficiency with corporate productivity and web presentation tools.
• Able to work in a team or independently and rapidly learn new tasks.
• Strong sense of responsibility and result orientation.
• Excellent attention to detail and adaptability to change.

Responsibilities

• Monitor SOP adherence to ensure service quality across divisions.
• Conduct audits and evaluations of customer satisfaction with current service flows.
• Develop OKR-aligned scorecards to track service quality metrics.
• Use analytics to monitor performance, identify trends, and report progress.
• Coach service agents and prepare summaries to support team leaders.

Skills

Analytical thinking

Detail-oriented

Problem solving

Team player

Fast learner

Education

Bachelor's degree or equivalent

Tools

Productivity tools

Web presentation tools

Data analytics tools

Job description

Mekari is seeking a Service Quality Assurance Associate in Jakarta to safeguard high-quality service delivery across divisions. You will monitor SOP adherence, evaluate customer outcomes, and generate reports to drive improvements.

You will develop OKR-aligned scorecards, analyze performance data, coach service agents, and stay current with SaaS industry trends. The role requires a degree and at least 1.5 years in customer service or QA, with a lean toward software knowledge.