Introduction
We are a fast‑growing national Food & Beverage brand with a digital‑first outlet network spanning major Indonesian cities. Our mission is to deliver consistent, high‑quality service experiences while maintaining strict operational compliance. As part of this commitment, every customer complaint is treated as actionable data that must be investigated thoroughly until a clear resolution is reached. We are seeking a diligent Quality Assurance Specialist – Operations Division to join our on‑site team and safeguard the standards that keep our guests coming back.
Responsibilities
- Conduct regular on‑site audits of multiple outlets to verify adherence to Standard Operating Procedures (SOPs) and brand guidelines.
- Review and investigate daily customer complaints, gathering evidence from CCTV footage, transaction logs, and staff testimonies.
- Document findings with precise, unbiased reports that include timelines, root‑cause analysis, and actionable recommendations.
- Ensure all investigations meet the defined Service Level Agreement (SLA) and that no case is closed without verifiable evidence.
- Collaborate with outlet managers, kitchen teams, and the central QA leader to implement corrective actions and monitor their effectiveness.
- Maintain a master audit schedule, ensuring weekly compliance checks are fully recorded and stored in the central quality system.
- Utilize Google Sheets, Excel, and internal communication tools to track case progress, generate performance dashboards, and present insights to senior management.
- Uphold data confidentiality standards, safeguarding sensitive information related to customers, staff, and operational processes.
- Continuously seek process improvements by benchmarking against industry best practices and emerging food safety regulations.
Requirements
- Minimum education: Bachelor’s degree (S1) in Business, Hospitality Management, Food Science, or a related field. Candidates with an associate degree (D3) or a strong high‑school background (SMA/SMK) plus relevant experience will also be considered.
- At least 1 year of hands‑on experience in outlet operations, quality control, audit functions, or complaint handling within the F&B sector.
- Prior exposure to multi‑outlet environments and familiarity with digital POS and CCTV systems (e.g., Xiaomi or similar).
- Proficiency in Google Sheets, Microsoft Excel, and basic data visualization tools.
- Strong analytical mindset, meticulous attention to detail, and the ability to remain objective under pressure.
- Excellent written and verbal communication skills; able to convey findings clearly and assertively.
- Demonstrated integrity, discipline, and a commitment to maintaining the confidentiality of proprietary data.
- Flexibility to work on‑site up to 20 days per month, with a standard schedule of Monday‑Saturday, 09:00‑17:00.
Benefits
- Competitive daily wage with overtime eligibility for peak periods.
- Opportunity for professional growth within a rapidly expanding national brand.
- Access to continuous training programs on food safety, audit techniques, and data analytics.
- Flexible part‑time arrangement allowing work‑life balance.
- Employee discounts across all company outlets and partner establishments.
- Health and wellness benefits, including medical insurance for full‑time eligible staff.
About Company
Our company operates a network of digitally integrated F&B outlets that leverage technology to streamline ordering, payment, and customer feedback. By combining data‑driven insights with rigorous operational standards, we ensure each location delivers a seamless, high‑quality dining experience. The culture is built on factual analysis over assumptions, integrity in reporting, and an unwavering focus on customer satisfaction. As we expand into new markets, we continue to invest in talent that can uphold our reputation for excellence and help shape the future of the food service industry in Indonesia.
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