QA (Quality Assurance) Contact Center

4 days ago

Tegal, Indonesia Transcosmos Indonesia PT Full time

**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.
- Attend internal & external call calibration sessions.
- Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider).
- Deliver feedback to agents.
- Bachelor Degree / Diploma in any discipline.
- Significant experience in a complex fast paced environment.
- Strategic thinker with strong analytical and creative problem-solving skills.
- Having experience as Quality Analyst in Contact Center minimum 2-3 year.
- With good oral and written communication skills.
- Able to speak English.
- Able to operate Microsoft Office, especially Ms. Excel and Ms. Power Point.
- Having high quality excel.

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