QA Analyst: Elevate Customer Experience & Compliance

Concentrix; Kota Yogyakarta; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Concentrix is seeking a QA professional to monitor contacts, provide feedback to agents and support continuous improvement of customer interactions.

The role involves data analysis, deck/report preparation, and calibration activities with internal and external teams to heighten customer experience.

Candidates should have at least a diploma or bachelor's in communication, 1 year QA experience in inbound/email/chat CS, and English at B2 level.

Qualifications

• Minimum diploma or bachelor's degree, preferably in communication.
• At least 1 year QA experience for inbound, email, and chat CS.
• Good knowledge of the GDS application.
• Strong analytical and logical skills.
• Proactive with strong persuasive communication.
• English proficiency at B2 level (spoken and written).

Responsibilities

• Monitor contacts and ensure quality standards.
• Provide feedback to agents to improve performance.
• Perform data analysis and prepare reports/decks.
• Participate in internal and external calibrations.
• Collaborate to improve QA practices and processes.
• Support performance team to run and develop initiatives.

Skills

QA experience

Analytical thinking

English communication

Proactive attitude

Education

Diploma or Bachelor's in communication

Tools

GDS application

Job description

Concentrix is seeking a QA professional to monitor contacts, provide feedback to agents and support continuous improvement of customer interactions.

The role involves data analysis, deck/report preparation, and calibration activities with internal and external teams to heighten customer experience.

Candidates should have at least a diploma or bachelor's in communication, 1 year QA experience in inbound/email/chat CS, and English at B2 level.