Quality Assurance Analyst jobs in United States
Quality Control/Assurance Team Leader (Customer Experience)
PT. Sahabat Mikro Fintek
Quality Assurance Team Lead - Desk Collection [Jogja Office]
SAMIR
Quality Control Inspector
PT Sant Group Indonesia
Discover more opportunities than anywhere else. Find more jobs nowQuality Control Inspector
Smoore Technology Indonesia
Connect with headhunters to apply for similar jobsSenior Mobile QA Automation Lead
TUNTUN SEKURITAS INDONESIA
Operations and Quality Manager
Hitachi Vantara Corporation
Sr. Software Development Engineer in Test (Sr. SDET)
Ajaib
Quality Control/Assurance Team Leader (Customer Experience)
Job summary
A leading financial service provider in Jakarta is looking for a Quality Control/Assurance Team Leader to maintain and improve service quality for Customer Service, Telesales, and Credit Analyst departments. The ideal candidate will have 3–5 years of QA experience, strong leadership, and analytical skills. Responsibilities include conducting quality checks, providing feedback, and collaborating with departments to enhance service processes.
Qualifications
- 3–5 years in Quality Assurance, preferably in Customer Service/Telesales.
- At least 1–2 years in a leadership or supervisory role.
- Proficient in English communication for both written and verbal.
Responsibilities
- Conduct quality checks across relevant departments.
- Provide feedback for improvement in communication and compliance.
- Lead calibration sessions for scoring consistency.
- Collaborate with department heads to enhance processes.
Skills
Tools
Primary Role The Quality Assurance Team Leader is responsible for maintaining and improving service quality for Customer Service, Telesales and Credit Analyst departments, ensuring all interactions meet SAMIR’s quality standards. The QA TL provides strategic insights, delivers coaching, and leads the QA team to ensure excellent customer experience, compliance, and effective communication across service and sales channels.
- Conduct regular quality checks across Customer Service, Telesales, and Credit Analyst departments.
- Provide detailed feedback to agents and leaders to improve communication, compliance, and customer experience.
- Lead calibration sessions to ensure scoring consistency among QA analysts.
- Identify service gaps and collaborate with department heads to improve processes and training programs.
- Maintain and update QA scorecards and SOPs for each department.
- Monitor key quality metrics such as CSAT, DSAT, and sales compliance.
- Manage QA analysts to ensure balanced audit distribution, reporting accuracy, and process adherence.
- Generate regular QA reports, insights, and recommendations for management review.
- Minimum 3–5 years in Quality Assurance, with at least 1–2 years in a leadership or supervisory role within Customer Service/Telesales/Credit Analyst environment.
- Able to communicate in English, both written and verbal.
- Strong understanding of customer handling, sales communication standards, and compliance requirements.
- Excellent analytical and problem‑solving skills.
- Strong leadership and communication abilities.
- Proficient in data analysis tools (Excel, dashboard, QA systems).
- Experience in appeal handling, calibration, and coaching frameworks.
Are you ready to be Samiritans?
Let's be part of our collaborative and innovative environment.
We want YOU to make an impact! 🌟
How many years' experience do you have as a Customer Experience Team Leader?
Jakarta, ID – PT. VISA TRANS BENUA – South Jakarta, Jakarta, ID – Customer Service Live Chat
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.