Mandarin QA Analyst – Customer Service & Process Improvement

Concentrix; Jakarta Pusat; On-site; IDR 42,000,000 - 54,000,000; Full time

Job summary

Concentrix in Jakarta Pusat is seeking a QA professional to monitor contacts, prepare feedback for agents and analyze data to produce reports and decks.

You will participate in calibrations, support QA efforts, and help drive knowledge sharing for new joiners while ensuring compliance with internal policies and external regulations. The role focuses on enhancing customer experience and collaboration with the performance team.

Qualifications

• Minimum bachelor’s degree, preferably in communication.
• At least 1 year of QA experience in customer service.
• Strong analytical and logical thinking.
• Proactive with good persuasive abilities.

Responsibilities

• Monitor contacts and provide feedback to agents.
• Analyze data and prepare designated reports/decks.
• Participate in internal & external calibrations.
• Communicate to heighten awareness of customer experience importance.
• Make recommendations and drive improvements while ensuring compliance with policies and regulations.
• Reduce learning curve and enhance product/process knowledge of new joiners.
• Collaborate to improve QA practices.
• Work with the performance team to run and develop QA initiatives.

Skills

Analytical skills

Proactive

Communication

Education

Bachelor's degree

Job description

Concentrix in Jakarta Pusat is seeking a QA professional to monitor contacts, prepare feedback for agents and analyze data to produce reports and decks.

You will participate in calibrations, support QA efforts, and help drive knowledge sharing for new joiners while ensuring compliance with internal policies and external regulations. The role focuses on enhancing customer experience and collaboration with the performance team.