Quality Assurance Specialist Content Moderator

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.

Collect top error/mistake data

Develop reports in excel to inform about top error/mistake and main opportunities found.

Attend internal & external call calibration sessions

Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)

Work closely with the TQA team, sharing insights and participating in TQA meetings to develop and implement effective action plans to improve quality and related metrics.

Deliver feedback to agents

Provide regular product knowledge test to ensure agents understanding

Provide alignment process with operational members

Maintain client and company confidentiality

Requirements :

- Ready Join immediately

- Minimum education Diploma (D3) any major

- Excellent written and verbal communication skills in English (MANDATORY)

- Minimum EFSET Score B2 (MANDATORY)

- Have an experience 6 months with same positions (MANDATORY)

- Have an experience in the BPO Industry

- Flexible for SHIFTING schedule and changes along with in

- Strong problem-solving skills

- Willing for placement at Surakarta site.