Trainer & Quality Assurance Customer Service ( Yogyakarta)

PT Horizon Internusa Persada; Kota Yogyakarta; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Travelio in Yogyakarta is seeking a Trainer & Quality Assurance Customer Service to develop and update training materials and assessments for new hires and refreshment programs. You will deliver customer service training, conduct audits, and provide coaching to support continuous improvement across the customer service team.

The role requires a bachelor’s degree in Education or related field, strong communication and public speaking skills, and proficiency with MS Office or Google Workspace.

Qualifications

• Bachelor's degree in Education, Communication Science, or related field.
• Experience in customer handling, customer service team training, or customer service team audits.
• Strong communication and presentation skills including public speaking ability.
• Understanding of quality monitoring concepts, standard operating procedures, service quality, coaching, and training.

Responsibilities

• Create, develop, and update training materials and evaluations for new hire and refreshment programs
• Deliver customer service training for new hires and refreshment sessions
• Analyze and provide recommendations for refreshment training materials
• Conduct cross-training with other teams
• Perform audits for the customer service team
• Analyze and evaluate audit results to identify gaps and improvement opportunities
• Create, develop, share, and update knowledge base for the customer service team
• Create and update performance reports from quality assurance activities
• Provide coaching to customer service agents
• Coordinate with customer service and other teams to calibrate standard operating procedures

Skills

Strong communication

Public speaking

Education

Bachelor's degree in Education, Communication Science, or related field

Tools

Microsoft Office

Google Workspace

Excel/Spreadsheet

Presentation design tools

Quiz platforms

Job description

Trainer & Quality Assurance Customer Service ( Yogyakarta)

This role involves creating, developing, and updating training materials and evaluations for new hires and refreshment programs. You will deliver customer service training, conduct audits, perform quality assurance analysis, and provide coaching and feedback to support continuous improvement across the customer service team.

Key responsibilities

Create, develop, and update training materials and evaluations for new hire and refreshment programs

Deliver customer service training for new hires and refreshment sessions

Analyze and provide recommendations for refreshment training materials

Conduct cross-training with other teams

Perform audits for the customer service team

Analyze and evaluate audit results to identify gaps and improvement opportunities

Create, develop, share, and update knowledge base for the customer service team

Create and update performance reports from quality assurance activities

Provide coaching to customer service agents

Coordinate with customer service and other teams to calibrate standard operating procedures

About you

Bachelor's degree in Education, Communication Science, or related field

Experience in customer handling, customer service team training, or customer service team audits

Strong communication and presentation skills including public speaking ability

Understanding of quality monitoring concepts, standard operating procedures, service quality, coaching, and training

Ability to evaluate conversations and provide objective feedback

Proficiency in Microsoft Office or Google Workspace, particularly Excel/Spreadsheet, presentation design tools, and quiz platforms

Detail-oriented with strong problem-solving and interpersonal skills

Proactive approach to work

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Pernyataan mana di bawah ini yang paling mendeskripsikan hakmu bekerja di Indonesia?
• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have in a Quality Assurance Role?
• Kualifikasi mana yang kamu miliki?
• Apakah kamu memiliki pengalaman menggunakan Microsoft PowerPoint?

Hotel & Accommodation Services 101-1,000 employees

Travelio is an online short to medium term home rental operator based in Indonesia. The types of accommodations we cover ranges from apartments, villas and houses.

Join us at Travelio, where every bit of work makes a difference and development of each role can escalation exponentially. Are you a highly independent and motivated individual? Does the thought of weekly innovations excite you? Do challenges push you forward? We’re looking for leaders to proper our point of differentiation and innovate nature forward.

Travelio is an online short to medium term home rental operator based in Indonesia. The types of accommodations we cover ranges from apartments, villas and houses.

Join us at Travelio, where every bit of work makes a difference and development of each role can escalation exponentially. Are you a highly independent and motivated individual? Does the thought of weekly innovations excite you? Do challenges push you forward? We’re looking for leaders to proper our point of differentiation and innovate nature forward.

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