---
title: 'Quality Support Specialist (Fluent in English) at ATI Business Group'
canonical: 'https://feeny.ai/job/quality-support-specialist-fluent-in-english-ati-business-group-south-tangerang-c520kqz5dr2w'
type: 'job'
last_seen: '2026-09-08'
---

# Quality Support Specialist (Fluent in English) at ATI Business Group

- **Company:** ATI Business Group
- **Location:** South Tangerang, Indonesia
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-07
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/atibusinessgroup/d1468b1e-c0c3-4ca7-8d3c-2ab05effefc3

## Job description

Are you someone who pays close attention to detail and can spot opportunities to improve the customer experience? Do you enjoy reviewing customer interactions, identifying quality gaps, and turning your observations into meaningful recommendations? If you have a background in travel, customer service, or quality assurance and are comfortable working in a fast-paced environment, this could be the opportunity for you.

We are looking for a Quality Support Specialist – Quality Assurance who will support one of our US-based clients by monitoring and auditing interactions handled by US-based travel advisors. In this role, you will evaluate phone calls, emails, and chat interactions to ensure they meet customer service, problem-solving, SOP, and client quality standards.

You will play an important role in maintaining consistent service quality by identifying improvement opportunities, providing recommendations, and escalating complex cases when needed.

Is this you?

- Fluent in English, both spoken and written
- Have proven work experience in travel industry, customer service, or quality assurance
- Experience using GDS systems such as Amadeus, Galileo, or Sabre is a plus
- Strong attention to detail with the ability to identify quality gaps and areas for improvement
- Able to evaluate customer interactions objectively based on established standards and SOPs
- Good analytical and problem-solving skills
- Comfortable providing constructive recommendations or coaching opportunities based on quality monitoring
- Able to work effectively in a fast-paced, client-focused environment
- Willing to work onsite at North Point, BSD City, Tangerang
- Willing to work on a Permanent Night Shift
- Willing to work on weekends and public holidays when required

## Key responsibilities

- Audit and evaluate phone calls, emails, and chat interactions handled by US-based travel advisors
- Assess interactions based on customer service quality, problem-solving effectiveness, SOP compliance, and client-specific quality standards
- Identify quality gaps, recurring issues, and opportunities to improve service delivery
- Provide clear and constructive recommendations for improvement and coaching opportunities based on quality monitoring results
- Ensure quality assessments are conducted consistently and accurately in alignment with the client's established parameters
- Escalate complex, sensitive, or higher-level cases through the appropriate channels when required
- Monitor quality trends and contribute insights that can help improve overall advisor performance
- Collaborate with relevant teams to maintain consistent understanding and application of quality standards
- Support continuous improvement initiatives by highlighting recurring challenges and potential process improvements
- Ensure all assigned quality monitoring activities are completed accurately and within the required timelines

## About ATI Business Group

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

## About ATI Business Group

## Company Overview
- **One-liner**: ATI Business Group is a business process outsourcing (BPO) and technology solutions provider specializing in the travel, aviation, and hospitality industries.
- **Entity Type**: Private (no disclosed funding)
- **Headquarters**: Jakarta, Indonesia
- **Founded**: 2001
- **Founders**: David Harsamto (Co-Founder & CFO), with Brad Holman (CEO) leading the commercial side since 2010

## Core Business
- **Primary industries**: Travel, aviation, hospitality, business process outsourcing (BPO), and travel technology
- **Target customers**: Travel agencies, airlines, hotel groups, and other travel/hospitality organizations (B2B, enterprise)
- **Mission / purpose statement**: To help travel, aviation, and hospitality organizations scale with people, processes, and technology that deliver measurable impact.

## Products & Services
- **Fare Filing & Fare Loading**: Managing fare data across multiple Global Distribution Systems (GDS) for airlines and travel sellers.
- **Ticketing & Refund Operations Support**: End-to-end ticketing, reissuance, and refund processing.
- **Finance & Accounting Support Services**: Outsourced accounting, reconciliation, and financial reporting for travel companies.
- **Fare Audit Services**: Auditing fare calculations to ensure accuracy and revenue protection.
- **Business IT Development**: Custom software development and automation solutions (including RPA and AI) for travel operations.
- **Call & Chat Support**: Multilingual customer contact center services for travel and hospitality clients.
- **Client Corporate Finance**: Finance and operations associate roles supporting client back-office functions.

## Market Standing
- **Valuation**: Not publicly available
- **Key metric**: Annual revenue estimated at ~$588K (based on third-party estimates) – note this figure appears low relative to headcount and may not be verified; private company, no official disclosure.
- **Headcount**: 1,034 employees (as of 2026), +8.6% growth YoY
- **Notable clients/partners**: Garuda Indonesia (flagship client for fares management platform), and other airlines, travel agencies, and hospitality brands.
- **Growth signals**: Strong hiring momentum – active job postings grew +141% year-over-year; expanded automation and AI team (hiring Automation & AI Lead, AI Engineer); global footprint across 8 countries.

## Competitive Advantages
- **Deep domain expertise**: Over 20 years focused exclusively on travel and aviation BPO, giving them institutional knowledge of airline pricing, GDS systems, and global distribution.
- **End-to-end service stack**: Covers fare filing, ticketing, refunds, audit, finance, IT development, and contact center – a one-stop shop for travel operations.
- **Scalable offshore model**: Majority of workforce in Indonesia (77%) allows competitive cost structures while maintaining English-language capabilities for global clients.
- **Technology-led transformation**: Investing in automation, AI, and robotic process automation (RPA) to drive efficiency gains for clients.

## Strategic Focus
- **Current priorities**: Scaling automation and AI capabilities (recently posted roles for Automation & AI Lead and AI Engineer), expanding service lines, and deepening relationships with existing travel/hospitality clients.
- **Direction for growth**: Enter new geographies (presence in US, Australia, India, Maldives, Thailand, Poland, Canada); continue to build the ATI Academy for structured talent development; leverage technology to move from pure BPO to technology-enabled services.

## Why Work Here
- **Culture**: Team-driven environment focused on collaboration, clear roles, and measurable impact. Review ratings: 3.6/5 (168 reviews) – work-life 3.6, compensation 3.8, culture 3.6, career 3.2.
- **Work policy**: On-site positions (Central Jakarta and BSD South Tangerang) – currently no remote/hybrid model evident from job postings.
- **Training & growth**: ATI Academy provides structured onboarding and upskilling; employees report clear career paths.
- **Global exposure**: Opportunity to work with international clients across multiple time zones and cultures.
- **Rewards**: Competitive compensation (especially for the local market) and recognition programs.

## Sources
1. [LinkedIn Company Profile](https://linkedin.com/company/ati-business-group)
2. [ATI Business Group official site](https://atibusinessgroup.com/jobs/)
3. [Lever careers page (job listings)](https://jobs.lever.co/atibusinessgroup)
4. [ATI Business Group leadership page](https://atibusinessgroup.com/leadership/)
5. [Craft.co company profile](https://craft.co/ati-business-group)

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