Transcosmos Indonesia is a joint-venture company offering contact center services, social media management, voice of customer analysis, digital marketing, and eCommerce solutions. This world class business process outsourcing and consulting company is supported by the strength of global transcosmos network with over 50 years of experience. With a focus on adapting to the changing business environment, transcosmos tailors their services to meet each client's unique requirements.
Role Description :
This is an on-site contract role as a Quality Assurance located in Semarang. As Quality Assurance you will be responsible for :
Implement quality reviews and provide coaching on individual or team performance across all quality metrics
Conduct regular quality audits and assessments to identify process gaps and ensure complianceImplement action plans to drive improvement for all quality metrics based on Root Cause Analysis findings
Collaborate with operations teams to measure and monitor operational efficiency based on target KPIsManage internal and external calibration sessions to maintain consistency in quality monitoring practices aligned with client requirement
Providing operation team timely feedback and escalations to ensure adherence to SLAs and quality benchmarks
Contribute to the development or implementation of the quality assurance strategy, policies and procedures
Provide insights and recommendations for continuous improvement in quality assurance practices
Qualifications :
Indonesian citizen with minimum diploma degree in any related field with GPA min 2.75 preferred
Experienced as Quality Assurance in contact centre industry, content moderation experienced preferred
Able to articulate findings, recommendations and feedback effectively, ensuring clarity and mutual understanding among teams
Proficient problem-solving abilities to identify root causes and to identify the decision making possibilitiesAble to address objectionable or disturbing contents
Ready to work on shifting
Fluent in English both speaking and writing
Willing to be placed in Semarang
Note: The job description has been gender-neutral and does not discriminate on the basis of gender, race, ethnicity, religion, or any other characteristic.