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Sr. Quality Analyst

Sr. Quality Analyst

ConcentrixDaerah Khusus Ibukota Jakarta, Jawa, Indonesia
24 days ago
Job description

Responsibilities

  • Monitors, evaluates and / or audits a sampling of inbound and / or outbound calls and other contact methods including chat and email
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions / call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and / or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Additional Requirements

  • Preferred Immediate Joiner
  • Preferred Education : MUST HAVE Bachelor’s degree in any IT-related field.
  • Willing to relocate to Kuala Lumpur, Malaysia.
  • Valid Passport for 24 Months
  • Good verbal and written communication and interpersonal skills. Competency in written and spoken English Language (B2).
  • Excellent Verbal and Written communications skills
  • Proficient with Feedback & Coaching skills
  • Must have the ability to work under pressure
  • Proficient with MS Office (PowerPoint, Excel, Word)
  • Drive for self-learning and knowledge enhancement
  • Must have analytical abilities to analyse data, trends from effectiveness surveys
  • Ability to multi-task and meet timelines on deliverables
  • Detail-oriented

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Customer Service

    • Industries

  • Computers and Electronics Manufacturing and Telephone Call Centers

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    Quality • Daerah Khusus Ibukota Jakarta, Jawa, Indonesia