Introduction
We are seeking a dedicated Pengawas Kualitas Pusat Kontak Jabodetabek to join our rapidly growing contact‑center operation serving the Greater Jakarta area. The successful candidate will act as the guardian of quality, ensuring that every customer interaction, telemarketing campaign, and support service meets the high standards set by the organization. This role offers a full‑time schedule from 08:00 to 17:00, Monday through Friday, with the possibility of occasional overtime during peak periods. If you are detail‑oriented, fluent in English, and have a solid background in Quality Assurance for contact centers, we invite you to apply.
Responsibilities
- Conduct systematic testing of products and services to verify compliance with internal quality benchmarks and regulatory requirements.
- Monitor real‑time call flows, chat logs, and email interactions, using analytics tools to identify performance gaps and areas for improvement.
- Prepare comprehensive quality audit reports, highlighting findings, trends, and actionable recommendations for operational teams.
- Collaborate closely with supervisors, trainers, and agents to implement corrective actions, coaching plans, and process enhancements.
- Maintain up‑to‑date documentation of quality standards, SOPs, and audit checklists to reflect evolving business needs.
- Provide regular feedback to management on key quality metrics such as First Call Resolution, Average Handling Time, and Customer Satisfaction scores.
- Assist in the design and delivery of training modules focused on best practices in communication, compliance, and service excellence.
- Utilize MS Excel for data analysis, MS PowerPoint for presenting insights, and MS Word for drafting policy documents.
Requirements
- Minimum education: D3/D4 (Associate) or S1 (Bachelor) in any field; a degree related to Business, Communication, or Information Technology is a plus.
- At least 1 year of hands‑on experience in Quality Assurance within a Contact Center or Telemarketing environment.
- Proficiency in spoken and written English; ability to produce clear, concise reports in both Bahasa Indonesia and English.
- Strong computer skills, especially with Microsoft Excel (pivot tables, VLOOKUP), Word, and PowerPoint.
- Excellent analytical mindset with the ability to interpret data, spot trends, and propose evidence‑based solutions.
- Professional appearance and demeanor; strong interpersonal skills to build trust with agents and supervisors.
- Gender: Open to all genders.
- Age: Maximum 30 years at the time of application.
Benefits
- Competitive monthly salary aligned with industry standards.
- Performance‑based bonuses tied to quality metrics and overall center performance.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development budget for certifications, workshops, and language courses.
- Modern office environment with ergonomic workstations, high‑speed internet, and breakout areas.
- Team building activities, corporate events, and recognition programs.
- Transportation allowance or corporate shuttle service for Jabodetabek commuters.
About Company
Our client is a leading provider of omnichannel customer experience solutions in Indonesia, serving a diverse portfolio of national and multinational brands. With a strong focus on innovation, data‑driven insights, and employee empowerment, the company has been recognized for its excellence in service delivery and workplace culture. Operating from a state‑of‑the‑art campus in the heart of Jakarta, the organization invests heavily in technology, continuous learning, and sustainable growth. Joining the team means becoming part of a dynamic, forward‑thinking environment where your contributions directly impact the satisfaction of millions of customers across the region.
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