Quality Assurance Analyst

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

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)