Operational Excellence SWU (QA)

About Luxehouze

Luxehouze is a fast-growing omnichannel luxury marketplace operating across Indonesia and Singapore, serving high-value customers in watches, fashion, and beauty. We operate in an environment where trust, speed and excellence matter, and where outcomes matter more than activity.

We are looking for a Operational Excellence SWU (QA) who takes responsibility naturally, thinks in outcomes and wants to build, improve, and scale — not just “execute tasks.”

What Success Looks Like Here

People who succeed at Luxehouze typically:

• Take ownership without being asked
   They step in when something breaks and follow through until it’s resolved.

• Think in results, not effort
   They focus on impact, quality, and business outcomes — not just inputs.

• Adapt quickly and learn fast
  They adjust based on data, feedback, and changing priorities.

• Communicate clearly and early
   They raise risks, ask questions, and align stakeholders proactively.

• Operate well under pressure
   High standards and accountability energize them rather than slow them down.

What Will Be Challenging

Please read this carefully - it’s here to help you self-select.

• Expectations are high and visible

• Problems may be ambiguous and fast-moving

• Priorities can change as the business scales

• Feedback is direct and frequent

• Performance is measured by results, not intentions

If you require rigid structure, narrow scope, or close supervision to perform well, this environment may not be a good fit.

What You Will Own

In this role, you will be accountable for:

• Monitor chats for communication quality, professionalism, and guideline compliance.
• Evaluate clarity, accuracy, speed, and process adherence.
• Ensure product info and branding are consistent and correct.
• Track KPIs (response time, satisfaction, escalations) and report trends.
• Provide feedback, identify training needs, and recommend improvements.
• Ensure compliance with company policies, privacy, and industry standards.
• Analyze customer feedback, manage escalations, and enhance overall experience.

What We’re Looking For

• Education and Experience: Bachelor's degree in Business, Marketing, Communications, or a related field (preferred), with 2+ years of experience in Quality Assurance, especially in customer service or sales monitoring, ideally within eCommerce or retail.
• Technical Skills: Proficiency in QA tools, CRM platforms, and analytics tools to track and evaluate customer chat interactions, with strong knowledge of Microsoft Office Suite or Google Workspace.
• Customer Service Expertise: Experience in sales processes, customer service protocols, and managing product listings, with the ability to identify common issues and customer pain points in chat communications.
• Attention to Detail: Strong attention to detail when assessing chat quality and customer interactions, ensuring adherence to company guidelines and improving processes.
• Communication and Collaboration: Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams like customer service, sales, and product teams.
• Organizational Skills: Strong organizational abilities to track QA data, monitor multiple metrics, and follow up on ongoing issues to ensure continuous improvement.
  
  

Why Join Luxehouze

• Real ownership, real outcomes
   You won’t be shielded from important decisions. You’ll own meaningful problems and see the direct impact of your work on revenue, customers, and company growth.

• High standards, low politics
  We value clear thinking, good judgment, and follow-through. Feedback is direct, decisions are pragmatic, and performance is evaluated on results — not optics.

• Exposure to senior leadership and critical decisions
  You’ll work closely with leaders who care deeply about building the business well — not just growing fast.

• Room to grow with the company
   As Luxehouze scales, strong performers get broader scope, bigger problems, and leadership opportunities. Growth here is earned, not time-based.

Luxehouze is not the right place if you’re looking for comfort, slow pace, or narrow scope.

It is the right place if you want responsibility, fast learning, high standards, and the chance to help build a category-defining business.