Service Quality Specialist

Arya Noble; Jakarta Pusat; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

Arya Noble is seeking a Training & Quality Coordinator to elevate client care across clinics in Jakarta. You will evaluate customer experience quality, organize and deliver targeted training, and implement touchpoint strategies to create memorable service experiences.

You will update materials, collaborate with stakeholders, and produce programs with strong alignment to industry trends. The role requires 1–2 years in customer experience or service quality roles, a relevant bachelor’s degree, and

Qualifications

• Bachelor’s degree in Management, Marketing, Hospitality, or related field.
• 1–2 years of experience in customer experience or service quality/assurance roles.
• Experience in coaching, training, or learning & development is preferred.
• Strong knowledge and understanding of customer service principles and practices.

Responsibilities

• Evaluate the quality of customer experience and identify areas for improvement by aligning with industry trends and the company’s brand image to enhance customer service.
• Organize and deliver training programs to improve the skills and knowledge of Client Care teams, ensuring customer satisfaction levels are maintained or increased.
• Implement a customer touchpoint strategy within clinics to uphold customer satisfaction and create a memorable service experience.
• Regularly update training materials to ensure they remain relevant to current industry developments and align with the company’s expectations.
• Collaborate with both internal and external stakeholders to support business objectives and achieve operational targets.
• Create evaluation reports on training programs to identify areas for improvement and provide insights for future training initiatives.
• Continuously update and develop Work Instructions (Instruksi Kerja - IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics to ensure service consistency and alignment with industry standards.
• Update and manage training program budget reports to ensure accurate forecasting and inclusion in the company’s financial planning.

Skills

Customer service principles

Training & development

Coaching

Stakeholder collaboration

Budgeting

Education

Bachelor's degree in Management, Marketing, Hospitality, or related field

Job description

• Evaluate the quality of customer experience and identify areas for improvement by aligning with industry trends and the company’s brand image to enhance customer service.
• Organize and deliver training programs to improve the skills and knowledge of Client Care teams, ensuring customer satisfaction levels are maintained or increased.
• Implement a customer touchpoint strategy within clinics to uphold customer satisfaction and create a memorable service experience.
• Regularly update training materials to ensure they remain relevant to current industry developments and align with the company’s expectations.
• Collaborate with both internal and external stakeholders to support business objectives and achieve operational targets.
• Create evaluation reports on training programs to identify areas for improvement and provide insights for future training initiatives.
• Continuously update and develop Work Instructions (Instruksi Kerja - IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics to ensure service consistency and alignment with industry standards.
• Update and manage training program budget reports to ensure accurate forecasting and inclusion in the company’s financial planning.
• Bachelor’s degree in Management, Marketing, Hospitality, or a related field.
• 1–2 years of experience in customer experience or service quality/assurance roles.
• Experience in coaching, training, or learning & development is preferred.
• Strong knowledge and understanding of customer service principles and practices.