Service QA Associate

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutionsincluding Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard.

Job Summary

This role plays a vital part in ensuring consistently high-quality service delivery across all divisions. The Service Quality Assurance Associate will monitor service performance, evaluate customer satisfaction, conduct coaching sessions, and generate reports to identify areas for improvement.

Job Description:

1. Service Quality Monitoring & Evaluation:

• Monitor adherence to Standard Operating Procedures (SOPs) to ensure service quality and consistency across all divisions.
• Conduct regular audits and evaluations to assess customer satisfaction with current service flows within each division.

2. Service Performance Measurement & Reporting:

• Develop comprehensive and well-structured scorecards aligned with OKRs (Objectives and Key Results) to track service quality metrics.
• Utilize data analytics tools to monitor performance, identify trends, and document progress on quality improvement initiatives.
• Create routine quality control reports that provide insights into service performance and areas for improvement.

3. Customer Satisfaction & Coaching:

• Analyze customer feedback to identify areas for improvement in service delivery.
• Conduct coaching sessions for service agents, providing feedback and guidance to enhance individual performance and customer satisfaction.
• Prepare summaries of coaching sessions for team leaders to track progress and identify overall training needs.

4. Knowledge Management & Continuous Improvement:

• Maintain up-to-date knowledge of company products, services, and sampling methods.
• Proactively research and stay informed on industry trends and best practices in service quality assurance.
• Partner with team members and stakeholders to identify and implement continuous improvement initiatives.

Requirements:

• Bachelor's degree or equivalent experience.
• Minimum 1.5 years of experience in a customer service, quality control, or quality assurance role.
• Prior experience in a SaaS (Software as a Service) company is a plus.
• Having a basic knowledge of software is preferred. Particularly in Accounting / HR.
• Proactively keep up to date with current trends & strong analytical skills to solve problems.
• Proficient with corporate productivity & web presentation tools.
• Able to work with a team/independent & fast learner.
• Strong sense of responsibility & result oriented.
• Strong attention to detail with the ability to quickly adapt to new changes.