The Training Quality Analyst assesses and enhances service quality in customer interactions through analysis, training, and process documentation while maintaining the Knowledge Base.
About the Role
The Training Quality Analyst plays a crucial role in upholding and elevating the service excellence standards across our Care organization. This individual is responsible for assessing, analyzing, and enhancing the quality of interactions between our customer service agents and our users—both customers and driver-partners—across multiple support channels. The Training Quality Analyst not only drives quality assurance through monitoring and analytics but also strengthens team capabilities through training interventions and process documentation. A key aspect of this role involves maintaining and updating the Knowledge Base to ensure accuracy, accessibility, and alignment with evolving business processes—enabling consistent and efficient support delivery while driving process improvement initiatives that reduce DSAT and improve efficiency.
What You Will Do
- Analyze quality evaluation data and DSAT trends to identify behavioral, procedural, or knowledge gaps, and recommend targeted solutions.
- Perform “review the reviewer” audits to ensure alignment and consistency across internal and vendor QA teams.
- Facilitate calibration sessions with internal and external stakeholders to standardize scoring, expectations, and definitions of quality.
- Partner with our vendor Training Team to design, update, and deliver learning modules, coaching sessions, and refreshers based on QA insights.
- Maintain and continuously update Knowledge Base (KB) articles, workflows, and SOPs to reflect current processes, policy changes, and best practices.
What You Will Need
- At least 2 years’ experience in Quality Assurance / Training / Coaching within a service or contact centre environment
- Proficient computer skills, Google Suite, and Lark
- Outstanding customer service skills and dedication to providing exceptional customer care
- Strict adherence to company philosophy and mission statement
- Must be a self-motivator and self-starter
- Able to multitask, prioritize, and manage time efficiently
- Excellent verbal and written communication, listening and analytical skills
- Able to analyze problems and strategize for better solutions
- Good interpersonal skills and communication with all levels of management (internal and external)
About the Team
The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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Top Skills
Google Suite
Lark
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