Trainer & QA Customer Service (English Speakers)

About us

PT Indotel Maju Bersama is a leading customer service and call centre solutions provider committed to delivering exceptional service experiences. We specialise in comprehensive customer support across multiple channels, helping businesses maintain strong relationships with their clients. Our dedicated team is passionate about excellence, continuous improvement, and creating a workplace where talent can flourish and grow.

About the role

• We are seeking an experienced
• Trainer & QA Customer Service (English Speakers)
• to join our dynamic team in Yogyakarta. This is a
• full-time position

that combines training expertise with quality assurance responsibilities. You will play a crucial role in developing our customer service team's capabilities whilst maintaining the highest service standards. This position reports to the Training and Quality Management department and is essential to ensuring consistent, high-quality customer interactions across all channels.

Key responsibilities

Design, develop and deliver comprehensive training programmes for customer service representatives, covering communication skills, product knowledge, company procedures and best practices

Conduct regular quality assurance reviews and monitoring of customer service interactions across multiple channels including calls, emails and chat

• Analyse quality assurance data and identify trends, areas for improvement and coaching opportunities
• Provide constructive feedback to team members and managers based on quality audit findings
• Develop and maintain training materials, documentation and standard operating procedures
• Conduct one-on-one coaching and performance improvement sessions with customer service staff
• Assist in recruitment and onboarding processes for new customer service representatives
• Track training progress, create performance reports and present findings to senior management
• Collaborate with other departments to identify training needs and ensure alignment with company objectives
• Stay current with industry trends and best practices in customer service training and quality assurance
• What we're looking for

Fluency in English

Excellent command of spoken and written English is essential for this role

Training experience

Proven experience in designing and delivering training programmes, ideally in a customer service or call centre environment

Quality assurance expertise

Demonstrated experience in quality monitoring, auditing and providing constructive feedback

Communication skills

Exceptional ability to communicate clearly, professionally and persuasively with individuals at all levels

Coaching and mentoring

Strong capability to guide, motivate and develop team members towards achieving their goals

Attention to detail

Meticulous approach to monitoring and evaluating customer service interactions

Problem-solving ability

Capacity to identify challenges and develop practical solutions

Organisational skills

Strong ability to manage multiple training initiatives and quality projects simultaneously

Knowledge of customer service standards

Understanding of customer service best practices and industry benchmarks

Preferred qualifications

Certification in training, quality assurance or customer service management; experience with training management systems or quality assurance software

What we offer

PT Indotel Maju Bersama is committed to supporting our employees' professional growth and wellbeing. We offer a competitive salary package commensurate with experience and qualifications. Additional benefits include opportunities for continuous professional development and training in quality assurance and training methodologies. We foster a collaborative, inclusive workplace culture where your contributions are valued and recognised. Our team enjoys a supportive work environment with clear career progression pathways. We believe in maintaining a healthy work-life balance and provide a full-time role with a structured schedule. Join us and become part of a forward-thinking organisation dedicated to excellence in customer service.

Apply now

If you are an experienced trainer and quality assurance professional with strong English language skills and a passion for developing customer service excellence, we would like to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any supporting documentation to our recruitment team. We look forward to welcoming you to PT Indotel Maju Bersama.