Quality Assurance Specialist (Customer Service)
PT XanhSM Green & Smart Mobility
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Job Description
- Monitor and ensure customer service compliance with regulations and service standards across all channels.
- Conduct quality monitoring, identify performance gaps, and provide structured coaching and feedback.
- Deliver training for new and existing customer service agent, including skill assessments and performance improvement plans.
- Manage and update knowledge bases, SOPs, and operational documents while acting as the main PIC for new information updates.
- Analyze operational issues and propose system or process improvements to enhance service quality and productivity.
Requirements
- Bachelor’s degree in any relevant field.
- Minimum 2 years of experience in Quality Assurance and Training within a customer service/call center environment.
- Strong analytical and problem-solving skills with the ability to evaluate performance data.
- Proven capability in training delivery, coaching, and delivering persuasive presentations.
- Proficient in Microsoft Office applications, with strong written and verbal communication skills in English.
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GreenSM Indonesia: Leading the Way in Sustainable Mobility Solutions
GreenSM Indonesia is part of GSM, an innovative technology firm that offers Vietnam's premier all-electric multi-service platform, now expanding its revolutionary approach to Southeast Asia. We provide reliable and eco-friendly mobility solutions, including electric taxis, motorbikes, and on-demand express services.
Our Mission:
To create a sustainable, green, and convenient transportation ecosystem that empowers communities to embrace a greener, smarter future. We believe in driving positive change and shaping a technologically advanced landscape for everyone.
Key Achievements by GSM in Just One Year:
- Became the second-largest ride-hailing platform in Vietnam, rapidly establishing itself as a leading player.
- Launched a groundbreaking product that has significantly impacted the transportation industry.
- Earned recognition as one of Vietnam's top 10 highlights within its economy.
The Road Ahead:
GreenSM Indonesia is committed to pushing the boundaries of innovation and sustainability in transportation. Join us in our mission to pioneer the future of mobility across the region and contribute to a cleaner, more sustainable environment for all.
Together, we are creating the blueprint for a green and intelligent future.
