Responsibilities
#BeOneofOurFaces!
Joining FACETOLOGY means becoming part of a dynamic beauty brand. We are a human-centric environment, driven by the purpose of enhancing quality of life through our products.
As a QA Analyst, You Will
- Conduct regular and objective quality audits of CS agents interactions (marketplace chat).
- Develop, maintain, and update quality assurance scorecards aligned with business goals and customer experience standards.
- Provide structured, data-driven feedback and coaching sessions to CS agents to improve performance and service quality.
- Monitor compliance with SOPs, brand tone of voice, service policies, and platform guidelines.
Requirements
- Bachelor's degree in Business, Communication, Management, or related field preferred.
- Minimum 13 years of experience in Quality Assurance, Customer Service, or Contact Center operations (e-commerce background or beauty brand is a plus).
- Experience with QA frameworks, scorecards, and performance monitoring tools for E-Commerce CS Agent.
- Solid understanding of e-commerce customer journeys and service workflows.
- Strong analytical skills with the ability to conduct objective, data-driven assessments.
- Proficient in Microsoft Excel/Google Sheets and CRM/ticketing systems.
Placement: Facetology Head Office, South Jakarta 
