QA Contact Center

Updated: March 07, 2024 03:51 PM GMT

Full-time Job in Tegal, Central Java

Transcosmos Indonesia PT

Tegal, Tegal City, Central Java, Indonesia

**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.
- Attend internal & external call calibration sessions.
- Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions... More Detail