Quality Assurance Analyst

Concentrix; Daerah Istimewa Yogyakarta; On-site; IDR 60,000,000 - 100,000,000; Full time

Job summary

Concentrix in Daerah Istimewa Yogyakarta seeks a QA Analyst for Inbound Customer Service to monitor interactions, analyze data, and generate reports to support QA improvements.

The role requires a diploma or bachelor’s degree and at least 1 year of QA experience in inbound customer service, with strong English communication and an analytical mindset to drive continuous improvement.

Qualifications

• Min. diploma/bachelor’s degree graduates, preferably from communication.
• 1 year experience in QA for inbound customer service preferred.
• Good analytical and logical skills.
• Proactive with strong persuasive communication in English.

Responsibilities

• Monitor contacts and ensure quality of interactions.
• Prepare and provide feedback to agents to improve performance.
• Analyze data and create reports/decks for stakeholders.
• Participate in internal and external calibrations to standardize QA.
• Communicate to heighten awareness of customer experience quality.

Skills

Analytical skills

Proactive

Persuasive communication

English communication

Education

Diploma/Bachelor's degree

Job description

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)