QA Analyst

Responsibilities

#BeOneofOurFaces!

Joining FACETOLOGY means becoming part of a dynamic beauty brand. We are a human-centric environment, driven by the purpose of enhancing quality of life through our products.

As a QA Analyst, You Will

Conduct regular and objective quality audits of CS agents interactions (marketplace chat). Develop, maintain, and update quality assurance scorecards aligned with business goals and customer experience standards. Provide structured, data-driven feedback and coaching sessions to CS agents to improve performance and service quality. Monitor compliance with SOPs, brand tone of voice, service policies, and platform guidelines.

Requirements

Bachelor’s degree in Business, Communication, Management, or related field preferred. Minimum 1–3 years of experience in Quality Assurance, Customer Service, or Contact Center operations (e-commerce background or beauty brand is a plus). Experience with QA frameworks, scorecards, and performance monitoring tools for E-Commerce CS Agent. Solid understanding of e-commerce customer journeys and service workflows. Strong analytical skills with the ability to conduct objective, data-driven assessments. Proficient in Microsoft Excel/Google Sheets and CRM/ticketing systems.

Placement: Facetology Head Office, South Jakarta