Trainer & Quality Assurance Customer Service ( Yogyakarta)

About the role

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