Quality Assurance Contact Center Project Fintech (Solo)
Job Description:
- Monitor and evaluate the quality of conversations/services (voice, chat, or email) from agents according to fintech project standards.
- Develop and implement QA guidelines, scoring forms, and quality evaluation parameters.
- Provide regular feedback and coaching to agents to improve communication quality and compliance with SOPs.
- Submit reports on QA results and recommendations for improvement.
- Collaborate with Trainers and Team Leaders to identify areas for improvement and training needs.
- Ensure all agents understand and comply with compliance, policy, and tone of voice of the fintech client's brand.
- Contribute to the development of quality improvement strategies to achieve project KPI targets.
Requirements:
- Ready Join immediately
- Minimum education Diploma (D3) any major
- Have an experience 6 months as Quality Assurance especially in the Customer Service, BPO, or Fintech industries (MANDATORY)
- Flexible for SHIFTING schedule and changes along with in
- Strong problem-solving skills
- Willing for placement at Surakarta site.
- SLIK OJK clear.
