P
PT DORAN SUKSES INDONESIA (JETE INDONESIA)
Quality Assurance
Skills
LookerE-commerce WebsitesTesting & QA
2 months ago
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Important information
Contract type:
Permanent
Location:
Surabaya, East Java, Indonesia
Work mode:
Onsite
Published on:
12 August 2026
What they need
Kualifikasi:
- Minimal S1 semua jurusan.
- Pengalaman minimal 1 tahun sebagai Quality Assurance Customer Service / Contact Center.
- Berpengalaman melakukan monitoring, evaluasi, dan feedback kepada tim CS.
- Terbiasa dengan social media, E-Commerce, dan memahami alur pelayanan pelanggan di kanal online/offline.
- Menguasai analisis data kualitas layanan, SLA, response rate, handling time, serta evaluasi performa CS.
- Menguasai tools: Excel / Google Sheet (advanced) dan Looker Studio (lebih disukai).
- Memahami standar pelayanan pelanggan, SOP Customer Service, dan prosedur penanganan komplain.
- Detail-oriented, teliti, objektif, dan memiliki kemampuan analisis data yang kuat.
- Memiliki kemampuan komunikasi yang baik serta terbiasa memberikan coaching atau feedback berbasis data.
- Pengalaman di industri retail menjadi nilai tambah.
Job Description (QA):
- Melakukan sampling kualitas layanan harian (chat, email, call jika ada).
- Memastikan adherence terhadap SOP (greeting, penanganan komplain, upselling/cross selling).
- Menyusun laporan QA mingguan & bulanan untuk manajemen.
- Memberikan feedback & rekomendasi perbaikan ke CS Leader.
- Monitoring handling time, response rate, dan SLA agar tetap sesuai target.
- Membantu identifikasi kebutuhan training & pengembangan CS.
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