Quality Assurance Contact Center - Project Fintech

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

Job summary

A leading fintech company is seeking a Quality Assurance specialist for their contact center in Surakarta. The role involves monitoring agent interactions, developing QA guidelines, and providing feedback to improve service quality. Candidates must have a diploma, 6 months of relevant experience, and strong problem-solving skills. Immediate joining is required, and flexibility to shift schedules is a must.

Qualifications

• Minimum 6 months experience in Quality Assurance, preferably in customer service, BPO, or fintech.
• Ready to join immediately.
• Flexible for shifting schedules.

Responsibilities

• Monitor and evaluate quality of conversations from agents.
• Develop and implement QA guidelines and scoring forms.
• Provide feedback and coaching to agents.

Skills

Problem-solving skills

Education

Diploma (D3) in any major

Job description

Quality Assurance Contact Center– 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.