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Sr. Quality Analyst
ConcentrixDaerah Khusus Ibukota Jakarta, Jawa, Indonesia24 hari yang lalu
Uraian TugasPreferred 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 Mid-Senior level Full-time Customer Service Computers and Electronics Manufacturing and Telephone Call Centers
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
Seniority level
Employment type
Job function
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