Quality Assurance Customer Service

Job Description:- Observe the sampling data, in order to assess the Customer Service problem-solving quality based on the QA Scorecard methodology- Observe the bad rated transaction based on customer feedback, in order to find a service gap from the aspect of people, process, and system.- Drive continuous improvement based on the bad rated findings.- Analyze findings and prepare for necessary action, in order to improve the CS Agents' service quality in the future- Conduct mystery call/mystery chat/sit in/live observe/recording, in order to review CS Agents service quality- Sit in with other CS Team, in order to get the most updated information related to CS Team activity- Provide regular coaching for CS Agents, in order to maintain and improve CS Agents' service quality- Create report based on the scoring result in weekly basis and uploaded to GDrive, in order to provide valid information for further improvement**Requirements**:- Min. Bachelor Degree- At least 1 year of Experience as Quality Assurance or Min. 2 years of working experience in Customer Service. Banking/Fintech industry experience is an advantage- Outstanding communication skills and interpersonal abilities- Analytical mindset with excellent organizational skills- Comfortable working in a fast-paced work environment- Good organization skill, knowledgeable in goal setting practice (metrics)- Proven track record of analytical skills- Good time management, strong verbal/written communication skills in order to communicate (positive and negative) feedback and problem solving skills- Good interpersonal skills to create a cordial relationship with team members- Service mindset and customer drivenAbility to commute/relocate:- Tangerang: Reliably commute or planning to relocate before starting work (required)