Gojek - Training Quality Analyst
1 day ago
Training Quality Analyst - Gojek (GoTo Group)Join to apply for the Training Quality Analyst role at GoTo Group. 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. Self‐motivated and self‐starter. Ability to multitask, prioritize, and manage time efficiently. Excellent verbal and written communication, listening and analytical skills. Ability 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
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Training Quality Analyst
1 week ago
Singapore GoTo Group Full time**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...
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Training Quality Analyst
1 week ago
Singapore GoTo Group Full time $60,000 - $90,000 per yearAbout 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...
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Training Quality Analyst
1 week ago
Singapore GOTO Group Full time $60,000 - $120,000 per yearAbout the RoleThe 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...
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Gojek - Data Analyst (Cartography)
7 days ago
Singapore GoTo Group Full timeJoin to apply for the Gojek - Data Analyst (Cartography)role at GoTo Group Join to apply for the Gojek - Data Analyst (Cartography)role at GoTo Group About The Role As a Data Analyst in Cartography’s team, you will be involved in working to About The Role As a Data Analyst in Cartography’s team, you will be involved in working to optimize the routing...
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Gojek - Data Analyst (Cartography)
3 days ago
Singapore GoTo Group Full timeJoin to apply for the Gojek - Data Analyst (Cartography)role at GoTo Group Join to apply for the Gojek - Data Analyst (Cartography)role at GoTo Group About The Role As a Data Analyst in Cartography's team, you will be involved in working to About The Role As a Data Analyst in Cartography's team, you will be involved in working to optimize the routing...
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Data Analyst
7 days ago
Singapore Gojek Group Full timeAs a Data Analyst in Cartography's team, you will be involved in working to optimize the routing platform that powers many of Gojek services (across marketplace, food or logistics). Some areas include building data products, experimentation design/analysis, performing literature surveys, building/ maintaining production grade data pipelines and working...
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Training Quality Analyst
1 day ago
Singapore GoTo Group Full timeAbout 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...
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Data Scientist
2 weeks ago
Singapore Gojek Group Full timeAs a Data Scientist on the Fulfilment team at Gojek, you’ll join a cross-functional group spanning Singapore, India, and Indonesia, working together to solve some of the company’s most complex and impactful problems. Our mission is to fulfil our users' orders efficiently and balance the needs of the customers, drivers and merchants. In this role,...
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Data Scientist
7 days ago
Singapore Gojek Group Full timeAs a Data Scientist on the Fulfilment team at Gojek, you'll join a cross-functional group spanning Singapore, India, and Indonesia, working together to solve some of the company's most complex and impactful problems. Our mission is to fulfil our users' orders efficiently and balance the needs of the customers, drivers and merchants. In this role, you'll work...
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Fraud & Risk Analyst
3 days ago
Singapore GO-JEK Full time**About the role** As a Fraud & Risk Analyst you will focus on identifying potential fraud patterns and risks in our expanding Singapore business and improving user experience. You will have the opportunity to work in a fast-paced environment in a highly cross-functional organization that includes wider Risk management, Data Science, Engineering, Product...
