Monitor and evaluate interactions across various communication channels, including calls, chats, and emails, to ensure professionalism, adherence to quality standards, and compliance with company policies
Deliver constructive feedback and coaching to team members, highlighting areas for improvement and recognizing exemplary performance to drive team growth and morale
Assess and analyze sales and retention processes, identifying inefficiencies and providing actionable recommendations for improvement Perform audits on call records and other communication channels to ensure accuracy, completeness, and compliance with the company’s quality standards
Develop, track, and report quality metrics to the Operations Manager and senior leadership, identifying trends, areas for improvement, and progress over time
Utilize statistical analysis tools to evaluate data, identify quality control issues, and uncover performance trends for strategic improvements
Develop and deliver training programs tailored to address team challenges, improve customer interaction techniques, and onboard new hires effectively
Work closely with the Operations Manager and other stakeholders to establish and maintain quality standards and performance benchmarks
Stay informed about industry trends and best practices in quality control, customer service, and business development
Propose and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the department
Requirements
Minimum of 2 years in a similar Training and Quality Assurance Specialist role, preferably within a business development or customer service environment
Proven ability to develop and implement quality control standards that drive performance and service excellence
Experience in creating and delivering engaging, impactful training programs for diverse audiences
Strong analytical skills to interpret performance data, generate insights, and provide actionable recommendations
Demonstrated ability to maintain clear, professional communication across teams and stakeholders
Expertise in identifying and implementing workflow improvements to enhance operational efficiency
Proficiency in updating and maintaining training materials to reflect changes in processes or best practices
Proficiency in English and Indonesian, with the ability to communicate effectively in both languages
We offer
15 paid vacation days per year
10 paid sick leave days per year
10 days Public holidays
Professional education budget
Language learning budget
Wellness budget (gym membership, sports gear and related expenses)