QA Analyst: Elevate Customer Experience & Compliance

Concentrix; Kota Yogyakarta; On-site; IDR 48,000,000 - 96,000,000; Full time

Job summary

Concentrix is seeking a QA Specialist to monitor customer interactions and provide actionable feedback to agents. You will analyze data, prepare decks, and participate in calibrations to ensure high-quality service.

The role requires at least a diploma or bachelor’s degree in communications, 1 year in QA for inbound CS, and strong English communication. You will collaborate with the QA and performance teams to drive improvements and knowledge sharing.

Qualifications

• Min. diploma/bachelor’s degree, preferably from communication.
• 1 year QA experience in Inbound Customer Service.
• Strong analytical and logical skills.
• Proactive with a high sense of persuasive manners.
• Excellent English communication (written and spoken).

Responsibilities

• Monitor contacts.
• Prepare and provide feedback to agents.
• Perform data analysis and create reports/decks.
• Participate in internal and external calibrations.
• Communicate to heighten awareness and emphasize positive customer experience.
• Make recommendations and drive improvements while ensuring policies and compliance are followed.
• Help reduce learning curve and enhance product/process knowledge for new joiners.
• Collaborate to improve QA practices.
• Work with the performance team to run and develop QA initiatives.

Skills

Analytical skills

English communication

Proactive attitude

Persuasive communication

Education

Diploma/Bachelor’s degree in Communications

Job description

Concentrix is seeking a QA Specialist to monitor customer interactions and provide actionable feedback to agents. You will analyze data, prepare decks, and participate in calibrations to ensure high-quality service.

The role requires at least a diploma or bachelor’s degree in communications, 1 year in QA for inbound CS, and strong English communication. You will collaborate with the QA and performance teams to drive improvements and knowledge sharing.