Deskripsi Pekerjaan
Concentrix is hiring a Quality Assurance (QA) Analyst to join our customer experience operations in Yogyakarta. In this role, you will be responsible for evaluating customer interactions, identifying performance gaps, and driving continuous improvement across our customer support teams.
You will monitor contact center transactions across multiple channels to ensure adherence to internal standards, client expectations, and regulatory compliance requirements. If you have an analytical mindset and a passion for operational excellence and coaching, join our dynamic global team.
Tanggung Jawab
- Monitor and evaluate inbound and outbound customer interactions across voice, email, and chat channels.
- Assess agent performance against established quality metrics, internal guidelines, and regulatory compliance standards.
- Provide actionable feedback, root-cause analysis, and performance recommendations to team leaders and operations managers.
- Facilitate calibration sessions with operations and client stakeholders to align scoring consistency.
- Identify trend analysis, failure points, and process bottlenecks to drive continuous service improvement.
- Ensure compliance with industry regulations and company data privacy policies.
- Prepare and present periodic quality reports highlighting performance trends and operational risks.
Kualifikasi
- Associate or Bachelor's degree in any discipline.
- Minimum 1-2 years of experience as a Quality Assurance Analyst in a BPO or call center environment.
- Proven knowledge of quality evaluation methodologies, scorecards, and customer experience KPIs (CSAT, FCR, AHT).
- Strong command of English and Indonesian, both written and verbal.
- Proficiency in data analysis and reporting using Microsoft Excel or Google Sheets.
- Demonstrated ability to deliver constructive feedback and facilitate coaching sessions.
- Strong analytical, critical thinking, and conflict-resolution skills.