Quality Assurance (Quality Analyst – Customer Service)

About the role

Quality Assurance role involves monitoring and evaluating customer service performance to ensure service standards are consistently maintained. You will review service quality, identify areas for improvement, provide feedback and coaching to customer service staff, and analyse quality data to support better customer service performance.

Key responsibilities

• Monitor and evaluate customer service performance based on established quality standards

• Review customer service interactions and identify areas for improvement

• Ensure quality standards are applied consistently across the customer service team

• Provide feedback and coaching to customer service staff to improve their performance

• Work with Team Leaders and Operations teams to address quality issues and improve service performance

• Analyse quality performance data and identify trends or recurring issues

• Prepare regular quality reports and performance updates

• Participate in quality calibration and standard alignment sessions

• Support continuous improvement of customer service quality and processes
  

About you

• Previous experience in Quality Assurance, Quality Analyst, or a similar role is preferred

• Experience in customer service, call centre, contact centre, or BPO is an advantage

• Able to review and evaluate customer service performance against established standards

• Comfortable providing feedback and coaching to colleagues or customer service staff

• Able to understand and analyse quality or performance data

• Good communication and interpersonal skills

• Fluent in English and Bahasa Indonesia, both written and spoken

• Willing to work shifts, including night shifts

• Comfortable working in an environment where personal mobile phones are not allowed during working hours

• Chinese/Mandarin language skills are an advantage

• Responsible, detail-oriented, and able to work well as part of a team

• Age 18–37 years old
  

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