Qa Engineer Engineer
Quality Assurance Analyst
Versatile Quality Assurance Analyst with 10+ years of cross-functional experience in quality assurance, technical support, and IT systems. Adept at identifying performance gaps, optimizing processes, and delivering actionable insights across multicultural and multilingual teams. Passionate about continuous learning and committed to elevating service quality in remote and global environments.
Experience: 11 years
Yearly salary: $10,000
Hourly rate: $10
Nationality: 🇮🇩 Indonesia
Residency: 🇮🇩 Indonesia
Experience
Quality Assurance Analyst (Remote)
Alpha Iota BPO 2022 - 2024
Monitored and audited customer interactions across Bahasa Indonesia and English support channels. Delivered coaching and performance feedback based on QA evaluations and compliance metrics. Led root cause investigations and implemented improvements that reduced repeat issues and increased CSAT. Facilitated soft skills and mindset training to enhance agent communication and problem-solving. Played a pivotal role in aligning quality metrics with SLA and KPI targets including FCR and AHT.
Independent Quality Analyst
Cognizant 2018 - 2019
Audited service quality for a high-volume client and provided structured feedback to improve customer experience. Assisted team leaders in calibrating QA standards to ensure consistency and fairness.
Technical Support Specialist (Indonesia Market)
Dell Technologies 2011 - 2017
Delivered end-to-end technical troubleshooting for hardware/software issues across B2C and B2B segments. Maintained high customer satisfaction and resolution rates in a remote, performance-driven environment.
IT Support Specialist
PT. Trijaya Maju Sukses 2009 - 2010
Sole IT support for a manufacturing site: provided hardware, software, and printer repairs. Managed ad-hoc logistics and supported internal order systems.
Technical Support Engineer
Astrindo Senayasa 2008 - 2009
Diagnosed and repaired customer PCs, laptops, and portable media players. Supported warranty and post-sales service for brands like ASUS, BYON, and CREATIVE.
IT Intern
Indah Varia Eka Selaras 2004 - 2005
Built company website using Dreamweaver; received training in AutoCAD design tools.
Skills
ai
computer-science
customer-service
customer-success
customer-support
data-entry
data-science
full-time
tech-lead
technical-writer
work-from-home
quality-assurance
english
indonesian
japanese