Service QA Associate - Yogyakarta Placement

Mekari; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading SaaS company in Indonesia is looking for a Service Quality Assurance Associate to ensure high-quality service delivery across all divisions. Responsibilities include monitoring service performance, evaluating customer satisfaction, and conducting coaching sessions. Candidates with experience in quality assurance, strong analytical skills, and a detail-oriented approach are encouraged to apply. This role offers an opportunity to impact the standard of software services in Indonesia.

Qualifications

• Prior experience in quality control or quality assurance roles in SaaS companies is a plus.
• Basic knowledge of software, particularly in Accounting/HR, is preferred.
• Proactively keep up to date with current trends and strong analytical skills to solve problems.
• Proficient with corporate productivity & web presentation tools.
• Able to work with a team/independently and fast learner.
• Strong sense of responsibility & result oriented.
• Strong attention to detail with the ability to quickly adapt to new changes.
• Experience in coaching and providing feedback to agents is a plus.

Responsibilities

• Monitor and ensure the quality of all services & results from every division.
• Evaluate and audit customer satisfaction for each division.
• Create detailed score planning aligned with OKR.
• Identify, record, and document the progress of every task.
• Create routine quality control reports and handle administrative tasks.
• Monitor and conduct coaching sessions to ensure individual improvement.

Job description

Overview

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses. In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard.

Job Summary

This role plays a vital part in ensuring consistently high-quality service delivery across all divisions. The Service Quality Assurance Associate will monitor service performance, evaluate customer satisfaction, conduct coaching sessions, and generate reports to identify areas for improvement.

Responsibilities

• Monitor and ensure the quality of all services & results from every division in accordance with the SOP.
• Evaluate and audit customer satisfaction for current flow in each division.
• Create detailed, comprehensive & well-structured score planning aligned with OKR.
• Identify, record, and document the progress of every task with development tools.
• Create routine quality control reports and handle administrative tasks.
• Monitor and conduct coaching sessions for each agent to ensure individual improvement and provide summaries to every leader.
• Maintain up-to-date knowledge of products and sampling methods.

Qualifications

• Prior experience in quality control or quality assurance roles in SaaS companies is a plus.
• Having a basic knowledge of software, particularly in Accounting / HR, is preferred.
• Proactively keep up to date with current trends and strong analytical skills to solve problems.
• Proficient with corporate productivity & web presentation tools.
• Able to work with a team/independently and fast learner.
• Strong sense of responsibility & result oriented.
• Strong attention to detail with the ability to quickly adapt to new changes.
• Experience in coaching and providing feedback to agents is a plus.

Our team will review your application and will be in touch if your application is shortlisted to the next stage. If you do not hear from us in 30 days, we will keep your resume on file in case a relevant opportunity opens up.

Don't forget to check our Recruitment FAQ at bit.ly/RecruitmentFAQ-Mekari [ENG] or bit.ly/RekrutmenMekari-FAQ [INA] to find the answers to commonly-asked questions regarding our recruitment process.

We wish you the best. Hope to see you around soon!