QA

Concentrix; Kota Yogyakarta; On-site; IDR 48,000,000 - 72,000,000; Full time

Job summary

Concentrix is seeking a QA professional in Indonesia to monitor contacts, provide constructive feedback, and analyze data to support performance improvements. The role involves internal and external calibrations, communicating the importance of a positive customer experience, and driving policy-compliant process enhancements.

The candidate should have 1+ year QA experience in inbound customer service, strong analytical skills, and solid English communication abilities.

Qualifications

• Min. diploma/bachelor’s degree graduates, preferably from communication.
• Experienced at least 1 year experience in QA for Inbound Customer Service.
• Have good analytical and logical skills.
• Being proactive and have a high sense of persuasive manner.
• Good communication skill in English (both spoken & written)

Responsibilities

• Monitoring contacts.
• Preparing and providing feedback to agents.
• Data analysis and making designated reports/decks.
• Participating in internal & external calibrations.
• Communication to heighten awareness and focusing on importance of positive customer experience.
• Making recommendations and driving improvement; ensuring compliance with internal policies and regulations.
• Reduce learning curve and help enhance product/process knowledge of new joiners.
• Collaborating to improve QA practices.
• Working closely with the performance team to run and develop QA efforts.

Skills

Analytical skills

Logical thinking

Proactive

Persuasive communication

English proficiency

QA experience (Inbound)

Education

Diploma or Bachelor’s degree, preferably in communications

Job description

Essential Functions/Core Responsibilities

• Responsible for monitoring contacts
• Responsible for preparing and providing feedback to agents
• Data analysis and making designated reports/decks
• Participating in internal & external calibrations
• Communication to heighten awareness and focusing on importance of positive customer experience
• Making recommendations and driving improvement Ensuring that internal policies, procedures, and compliance regulations are being followed
• Reduce learning curve and help enhance product/process knowledge of new joiners
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Collaborating in efforts to improve QA practices
• Working closely with the performance team to run and develop.

Requirements

• Min. diploma/bachelor’s degree graduates, preferably from communication.
• Experienced at least 1 year experience in QA for Inbound Customer Service
• Have good analytical and logical skills.
• Being proactive and have a high sense of persuasive manner.
• Good communication skill in English (both spoken & written)