PT Swakarya Insan Mandiri is currently seeking a detail-oriented and experienced Quality Assurance Agent to join our team in Yogyakarta. This is an excellent opportunity for professionals who are passionate about maintaining high service standards, improving agent performance, and contributing to the overall quality of customer interactions in the collection and customer service industry. If you have a strong analytical mindset, solid communication skills, and a proven track record in quality assurance or team leadership, this role could be the next step in your career.
Job Responsibilities
As a Quality Assurance Agent, you will play a critical role in ensuring that our collection and customer service teams consistently meet the company’s quality standards. Your daily responsibilities will include:
- Monitoring and evaluating inbound and outbound calls to assess agent performance, including tone of voice, accuracy of information provided, and compliance with service standards and company policies.
- Conducting regular performance monitoring and evaluation of agents to identify strengths, areas for improvement, and training needs.
- Providing constructive and actionable feedback to agents to help them improve their communication skills and overall performance.
- Analyzing quality data and preparing reports that summarize findings, trends, and recommendations for management.
- Collaborating with team leaders and supervisors to develop strategies for improving team performance and service quality.
- Maintaining accurate records of evaluations, feedback sessions, and quality metrics.
Requirements and Qualifications
To be considered for this position, candidates must meet the following qualifications:
- Minimum Diploma (D3/D4) or Bachelor’s Degree (S1) in any major.
- At least 2 years of experience as a Quality Assurance (QA) professional, or equivalent experience in developing the capabilities of collection and service teams.
- Minimum 6 months of experience as a Team Leader in Quality Assurance (QA).
- Maximum age of 35 years old.
- Good knowledge of collection processes and customer service operations.
- Excellent communication and interpersonal skills.
- Strong analytical mindset with outstanding organizational skills.
- Good problem-solving abilities.
- Proficiency in MS Office and WPS, particularly Excel (Pivot Tables, VLOOKUP) and Google Sheets.
- Team leadership skills and the ability to work collaboratively with various departments.
Work Schedule and Environment
This position follows a work schedule from Monday to Saturday, with working hours from 08:00 to 17:00. The role is based in Yogyakarta and requires close collaboration with collection and customer service teams. You will work in a dynamic environment where attention to detail, consistency, and the ability to provide objective evaluations are essential to success.
What We Offer
PT Swakarya Insan Mandiri offers a competitive salary ranging from IDR 2,500,000 to IDR 3,500,000 per month, commensurate with experience and qualifications. This role provides an excellent platform for professional growth in the quality assurance and customer service management field. You will have the opportunity to develop your leadership skills, work alongside experienced professionals, and make a meaningful impact on the quality of service delivered to customers.
About PT Swakarya Insan Mandiri
PT Swakarya Insan Mandiri is a company that specializes in providing human resource solutions and services, including collection and customer service support. We are committed to maintaining high standards of quality and professionalism in all aspects of our operations. Our team is dedicated to fostering a supportive work environment where employees can grow and contribute to the company’s success.
Application Information
If you meet the qualifications and are interested in joining our team as a Quality Assurance Agent in Yogyakarta, we encourage you to submit your application. Please ensure that your resume highlights your relevant experience in quality assurance, team leadership, and customer service or collection processes. We look forward to reviewing your application and discovering how your skills and experience can contribute to our mission of delivering exceptional service quality.
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