Quality Assurance Specialist

6 days ago

Jakarta, Jakarta, Indonesia JustMarkets Full time $30,000 - $60,000 per year


Responsibilities
Monitor and evaluate interactions across various communication channels, including calls, chats, and emails, to ensure professionalism, adherence to quality standards, and compliance with company policiesDeliver constructive feedback and coaching to team members, highlighting areas for improvement and recognizing exemplary performance to drive team growth and moraleAssess 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 standardsDevelop, track, and report quality metrics to the Operations Manager and senior leadership, identifying trends, areas for improvement, and progress over timeUtilize statistical analysis tools to evaluate data, identify quality control issues, and uncover performance trends for strategic improvementsDevelop and deliver training programs tailored to address team challenges, improve customer interaction techniques, and onboard new hires effectivelyWork closely with the Operations Manager and other stakeholders to establish and maintain quality standards and performance benchmarksStay informed about industry trends and best practices in quality control, customer service, and business developmentPropose and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the departmentRequirements
Minimum of 2 years in a similar Training and Quality Assurance Specialist role, preferably within a business development or customer service environmentProven ability to develop and implement quality control standards that drive performance and service excellenceExperience in creating and delivering engaging, impactful training programs for diverse audiencesStrong analytical skills to interpret performance data, generate insights, and provide actionable recommendationsDemonstrated ability to maintain clear, professional communication across teams and stakeholdersExpertise in identifying and implementing workflow improvements to enhance operational efficiencyProficiency in updating and maintaining training materials to reflect changes in processes or best practicesProficiency in English and Indonesian, with the ability to communicate effectively in both languagesWe offer
15 paid vacation days per year10 paid sick leave days per year10 days for floating Public holidaysMedical budgetOpportunity to work remotelyProfessional learning budgetLanguage learning budgetWellness budget (gym membership, sport gear and related expenses)

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