Quality Assurance (Permanent Night Shift)

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

Job summary

A leading company in customer experience management is seeking a Quality Assurance professional to monitor performance and enhance customer service delivery. The role involves data analysis, preparing reports, and ensuring compliance with internal standards, with a focus on collaborative improvement. Ideal candidates are proactive and possess strong analytical skills.

Qualifications

• Min. bachelor's degree graduates, preferably from communication.
• Experienced at least 1 year in QA for omnichannel.
• Fluent in Bahasa & English.

Responsibilities

• Responsible for monitoring contacts and preparing feedback for agents.
• Data analysis and making designated reports/decks.
• Collaborating to improve QA practices.

Skills

Analytical skills

Communication

Persuasiveness

Education

Bachelor's degree, preferably in communication

Job description

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:

• Comfortable to work in permanent night shift
• Fluent in Bahasa & English
• Min. bachelor’s degree graduates, preferably from communication.
• Experienced at least 1 year experience in QA for omnichannel.
• Have good analytical and logical skills.
• Being proactive and have a high sense of persuasive manner.