Overview
Join GoTo Group as a Training Quality Analyst Intern and help elevate the standards of customer and driver-partner support across Southeast Asia. You’ll work closely with the Service Excellence team to analyze service quality, enhance training programs, and improve operational efficiency. This internship offers hands-on experience in quality assurance, process improvement, and knowledge management within a leading digital ecosystem.
What You'll Get Out of This Internship
- Exposure to quality assurance frameworks and performance evaluation in a multi-service platform.
- Hands-on experience analyzing customer satisfaction (DSAT) trends and operational metrics.
- Opportunities to design training modules and coaching materials based on real-world insights.
- Experience updating and managing a Knowledge Base to ensure consistent support standards.
- Collaboration with cross-functional teams, including operations, product, and vendor partners.
Key Responsibilities
- Analyze service quality data to identify gaps in knowledge, process, or behavior.
- Conduct audits and calibrations to ensure consistent scoring and quality standards.
- Support the creation and delivery of training modules and coaching sessions.
- Maintain and update Knowledge Base articles, SOPs, and workflows.
- Recommend improvements to processes that reduce customer dissatisfaction and increase efficiency.
- Collaborate with internal and external stakeholders to standardize service quality measures.
- Assist in monitoring and reporting on key performance indicators for the support team.
Requirements
- Currently pursuing a degree in Business, Communications, or related fields.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication.
- Comfortable working with data, spreadsheets, and online collaboration tools (e.g., Google Suite, Lark).
- Proactive, self-motivated, and able to manage multiple tasks efficiently.
- Interest in customer service, training, and operational excellence.
Who This Internship Is Ideal For
Students passionate about customer experience, process improvement, and operational analytics who want to gain hands-on exposure in a dynamic, fast-growing digital ecosystem.
About the Company
GoTo Group is Southeast Asia’s largest digital ecosystem, integrating services across transportation, food delivery, logistics, and financial solutions. Through its platforms—Gojek and GoTo Financial—it empowers individuals and businesses to thrive in the digital economy.
Internship Details
Location: Singapore
Duration: 3–6 months
Commitment: Full-time
Working Arrangement: Onsite/Hybrid (as applicable)
Stipend: Not specified
Application Deadline: Rolling
