Quality Assurance Analyst

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

About the Company

Concentrix is a technology-enabled global business services company (Nasdaq-listed: CNXC) specializing in customer engagement and improving business performance for some of the world's best brands. Every day, from more than 70 countries and across six continents, our staff delivers next-generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.

About the Role

QA

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 focus on the importance of a 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 in communication.


• Experienced at least 1 year of experience in QA for Inbound, email, and chat Customer Service


• Good knowledge of the GDS application


• Have good analytical and logical skills.


• Being proactive and have a high sense of persuasive manner.


• Good communication skill in English B2 (both spoken & written)