Service QA Associate - Yogyakarta Placement

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including 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 eager to grow and create their #BiggestImpact.

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:

• Monitor and ensure the quality of all services & results from every division in accordance with the SOP.
• Evaluate and audit customer satisfaction for current flow in each division.
• Create detailed, comprehensive & well-structured score planning aligned with OKR.
• Identify, record, and document the progress of every task with development tools.
• Create routine quality control reports and handle administrative tasks.
• Monitor and conduct coaching sessions for each agent to assure individual improvement and provide summaries to every leader.
• Maintain up-to-date knowledge of products and sampling methods.

Job Requirements:

• Prior experience in quality control or quality assurance roles in SaaS companies is a plus.
• Having a basic knowledge of software is preferred, particularly in Accounting/HR.
• Proactively keep up to date with current trends & possess strong analytical skills to solve problems.
• Proficient with corporate productivity & web presentation tools.
• Able to work with a team/independently & be a fast learner.
• Strong sense of responsibility & result-oriented.
• Strong attention to detail with the ability to quickly adapt to new changes.