Permanent Night Shift English Customer Support (Team Leader, QA, Trainer) - Yogyakarta

Qualifications & experience:

Fluent in English (written and verbal).

Minimum 6 months in the same position as TL, Trainer / QA in the BPO industry.

Or have experience as Agent Customer Service in the BPO industry.

Willing to work in permanent night shifts

Strong analytical and problem-solving skills.

Excellent attention to detail and ability to identify areas for improvement.

Effective communication and interpersonal skills.

Responsibilities:

Monitor and evaluate the quality of customer service interactions across multiple channels (email, chat, & inbound call)

Identify areas for improvement and provide recommendations to enhance service quality.

Develop and implement quality assurance processes and procedures.

Conduct regular quality audits and provide feedback to team members.

Analyze customer feedback and complaints to identify trends and opportunities for improvement.

Collaborate with team leaders and managers to implement quality improvement initiatives.