Quality Assurance Specialist Content Moderator

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

Job summary

A leading BPO company in Surakarta is seeking a Quality Assurance Analyst to monitor interactions, provide coaching, and ensure quality policies are adhered to. The candidate must have at least a Diploma (D3), possess excellent English communication skills, and have a minimum EFSET Score of B2. This role requires at least 6 months of relevant experience and the ability to work in a changing shifting schedule. If you're problem-solving oriented and eager to improve quality metrics, we want to hear from you.

Qualifications

• Minimum EFSET Score B2 is mandatory.
• 6 months of experience in a similar position required.
• Experience in the BPO Industry is preferred.

Responsibilities

• Monitor interactions to ensure customer and client needs are met.
• Provide coaching and feedback to agents.
• Develop reports in Excel on top errors identified.
• Maintain client and company confidentiality.

Skills

Excellent written communication

Excellent verbal communication

Strong problem-solving skills

Education

Diploma (D3) in any major

Job description

Job Summary / Overview

• Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring.

Key Responsibilities and Accountabilities

• Analyze adherence to quality policies and procedures by monitoring agents.
• Execute coaching process using internal standards for feedback and coaching.
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
• Collect top error/mistake data.
• Develop reports in excel to inform about top error/mistake and main opportunities found.
• Attend internal & external call calibration sessions.
• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider).
• Work closely with the TQA team, sharing insights and participating in TQA meetings to develop and implement effective action plans to improve quality and related metrics.
• Deliver feedback to agents.
• Provide regular product knowledge test to ensure agents understanding.
• Provide alignment process with operational members.
• Maintain client and company confidentiality.

Requirements

• Ready Join immediately.
• Minimum education Diploma (D3) any major.
• Excellent written and verbal communication skills in English (MANDATORY).
• Minimum EFSET Score B2 (MANDATORY).
• Have an experience 6 months with same positions (MANDATORY).
• Have an experience in the BPO Industry.
• Flexible for SHIFTING schedule and changes along with in.
• Strong problem-solving skills.
• Will willing for placement at Surakarta site.