Quality Assurance Specialist

Location No. 1 Alam Sutera Boulevard, Tangerang City, Indonesia

Submit your CV :

https://forms.gle/N417pJppaowcYpru9

https://forms.gle/N417pJppaowcYpru9

Key Responsibilities

• Possess the core skills required of customer service representatives in the relevant business line; be willing to work rotating and evening shifts and comply with workplace information-security rules.

• Align quality-assurance standards with the client and translate them into understandable, actionable guidance for frontline customer-service teams.

• Develop targeted coaching and improvement plans, follow through on implementation, and drive improvements in team quality metrics.

• Use data analysis to identify operational problems perform quality calibration and independently evaluate/scoring call recordings.

• Understand product knowledge, workflows, customer communications, typing skills, and basic technical support required of frontline customer-service staff.

Position Requirements

• Have the relevant frontline customer-service skills.

• Accept shift schedules and evening shifts; follow information-security requirements, including restrictions on bringing mobile phones into the workplace.

• Demonstrate relevant typing, communication, technical skills, product knowledge, business-process knowledge, and soft skills.

• Be able to align quality standards with the client and translate them into practical frontline procedures.

• Able to develop and implement coaching plans, monitor improvements, and support team-quality goals.

• Use KPI analysis to identify key issues; understand quality standards, quality calibration, and scoring methods.