Quality Assurance (Mandarin Speaking)

Concentrix; Jakarta Pusat; On-site; IDR 42,000,000 - 54,000,000; Full time

Job summary

Concentrix in Jakarta Pusat is seeking a QA professional to monitor contacts, prepare feedback for agents and analyze data to produce reports and decks.

You will participate in calibrations, support QA efforts, and help drive knowledge sharing for new joiners while ensuring compliance with internal policies and external regulations. The role focuses on enhancing customer experience and collaboration with the performance team.

Qualifications

• Minimum bachelor’s degree, preferably in communication.
• At least 1 year of QA experience in customer service.
• Strong analytical and logical thinking.
• Proactive with good persuasive abilities.

Responsibilities

• Monitor contacts and provide feedback to agents.
• Analyze data and prepare designated reports/decks.
• Participate in internal & external calibrations.
• Communicate to heighten awareness of customer experience importance.
• Make recommendations and drive improvements while ensuring compliance with policies and regulations.
• Reduce learning curve and enhance product/process knowledge of new joiners.
• Collaborate to improve QA practices.
• Work with the performance team to run and develop QA initiatives.

Skills

Analytical skills

Proactive

Communication

Education

Bachelor's degree

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. bachelor’s degree graduates, preferably from communication.
• Experienced at least 1 year experience in QA for Customer Service
• Have good analytical and logical skills.
• Being proactive and have a high sense of persuasive manner.