Service Assurance & Business Process Analyst

ID01 PT Traveloka Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 484.105.000 - 806.843.000; Full time

Job summary

A leading travel platform in Southeast Asia is seeking a Service Assurance & Business Process Analyst in Jakarta. This role focuses on enhancing customer journeys by analyzing and improving business processes. Candidates should have a STEM background (fresh graduates are welcome) and strong analytical skills, particularly in Excel. This is a full-time position with opportunities to make impactful changes in the travel industry.

Qualifications

• Fresh graduates are welcome.
• Obsessed with the customer journey and process improvement.
• Familiar with internal process controls within organizations.

Responsibilities

• Identify and create optimum flight business processes.
• Provide process improvement support with development of tools and templates.
• Develop and manage procedures to achieve performance metrics.

Skills

Attention to detail

Problem-solving

Analytical skills

Communication skills

Customer journey improvement

Education

STEM or engineering background from a top university

Tools

Excel

Job description

Service Assurance & Business Process Analyst page is loaded

Service Assurance & Business Process Analyst

Apply locations Indonesia - Jakarta, Green Office Park 1 time type Full time posted on Posted Yesterday time left to apply End Date: November 30, 2025 (30+ days left to apply) job requisition id R0007274

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

Join Traveloka's dynamic Customer Care Team, where your journey is our top priority. Guided by our core values of integrity, innovation, and customer-centricity, we are looking for passionate individuals committed to delivering seamless travel experiences. As part of Service and Business Assurance, you will uphold our dedication to excellence by providing personalized support and resolving issues with a strong focus on customer satisfaction, specifically throughout the entire flight journey. Your role will be vital in making every customer journey truly unforgettable.

Roles and Responsibility

• Identify and create an optimum flight business process, align with the best customer experience, business objectives and also operational procedure, be it in the form of a business process steps and or a series of steps captured on a flow chart, or any effective form

• Provide process improvement support, including the development of tools, templates, and process maps to support the tactical application of business processes as required

• Develop and manage procedures and ensure to achieve the performance metrics and scorecards as targeted.

• Doing a benchmark with various players, to ensure that our process is on par or even better and customers always experience best process

• Doing data analysis and Align with the stakeholders, to ensure best practices in the business process as well as deriving insights from operations

• Perform internal monitoring reviews to ensure that the operations are in compliance with applicable rules, regulations, and policies & procedures and parallel incorporate lean thinking to identify enhancements that will improve business processes and support future business needs

• Requirements (Education, Technical Skills, Relevant Experiences)

Requirements

• Preferably from STEM or engineering background (e.g. Industrial eng, Computer eng / science, Chemical eng, etc) from Top University

• Fresh graduate is welcome

• Strong attention to detail and excellent problem solving skill with logical thinking

• Excellent analytical skills and master in Excel

• Excellent verbal and written communication cross-function and presentation skill in English

• Obsessed with the customer journey and needs to drive process improvement

• Familiar with internal process control within organization

• Preferably has experienced as business process development or process engineer from reputable company

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.

With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.