Quality Assurance Bahasa - Project Fintech

TP; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A fintech company in Surakarta is looking for a Quality Assurance professional to monitor and evaluate agent conversations, develop QA guidelines, and provide feedback for improvement. Candidates should have at least 6 months of QA experience in Customer Service, BPO, or Fintech. This role requires flexibility in scheduling and a readiness to join immediately.

Qualifications

• Minimum 6 months experience in Quality Assurance in Customer Service, BPO, or Fintech.
• Flexible for shifting schedule and changes.
• Willing for placement at Surakarta site.

Responsibilities

• Monitor and evaluate the quality of conversations/services from agents.
• Develop and implement QA guidelines and quality evaluation parameters.
• Provide feedback and coaching to agents to improve communication quality.
• Submit reports on QA results and recommendations for improvements.
• Collaborate with Trainers and Team Leaders for improvement and training needs.
• Ensure compliance with client brand policies and tone of voice.
• Contribute to quality improvement strategies to achieve project KPIs.

Skills

Strong problem-solving skills

Education

Diploma (D3) in any major

Job description

Quality Assurance – Project Fintech (Solo)

Job Description

• Monitor and evaluate the quality of conversations/services (voice, chat, or email) from agents according to fintech project standards.
• Develop and implement QA guidelines, scoring forms, and quality evaluation parameters.
• Provide regular feedback and coaching to agents to improve communication quality and compliance with SOPs.
• Submit reports on QA results and recommendations for improvement.
• Collaborate with Trainers and Team Leaders to identify areas for improvement and training needs.
• Ensure all agents understand and comply with compliance, policy, and tone of voice of the fintech client's brand.
• Contribute to the development of quality improvement strategies to achieve project KPI targets.

Requirements

• Ready Join immediately
• Minimum education Diploma (D3) any major
• Have an experience 6 months as Quality Assurance especially in the Customer Service, BPO, or Fintech industries (MANDATORY)
• Flexible for SHIFTING schedule and changes along with in
• Strong problem-solving skills
• Willing for placement at Surakarta site.
• SLIK OJK clear.