Quality Assurance Specialist

Concentrix; Kota Yogyakarta; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Concentrix in Yogyakarta, Indonesia is seeking a Quality Assurance professional focused on Mandarin-language interactions. You will monitor contacts, provide structured feedback to agents, conduct data analysis, and develop dashboards and decks for internal stakeholders.

The goal is to heighten customer experience by driving consistency and adherence to policies. You will participate in calibrations, support the performance team, and help reduce the learning curve for new joiners by sharing

Qualifications

• Minimum diploma/bachelor’s degree.
• At least 1 year of QA experience in OTA (Online Travel).
• Strong analytical and logical skills.
• Proactive mindset with persuasive communication.
• Good communication skills in Mandarin (spoken & written).

Responsibilities

• Monitor contacts and ensure quality across interactions.
• Provide feedback to agents and assist in calibration.
• Analyze data and prepare reports/decks for stakeholders.
• Drive improvements by ensuring compliance with policies and procedures.
• Collaborate with QA and performance teams to enhance practices.

Skills

QA experience

Analytical skills

Proactive mindset

Mandarin communication

Education

Diploma or Bachelor’s degree

Job description

About Concentrix:

Concentrix is a technology-enabled global business services company (Nasdaq-listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 70 countries and across six continents, our staff delivers next-generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.

Role

Quality Assurance (Mandarin)

Location

Yogyakarta, Indonesia

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 focus on the importance of a 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

• Minimum diploma/bachelor’s degree.
• Have at least 1 year of experience in QA for OTA (Online Travel)
• Have good analytical and logical skills.
• Being proactive and have a high sense of persuasive manner.
• Good communication skills in Mandarin (both spoken & written)