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Quality Analyst

Salary undisclosed

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Job Description:

Essential Functions/Core Responsibilities

Responsible for monitoring contacts

Responsible for preparing and providing feedback to agents

Data analysis and making designated reports/decks

Participating in internal & external calibrations

Communication to heighten awareness and focusing on importance of positive customer experience

Making recommendations and driving improvement Ensuring that internal policies, procedures, and compliance regulations are being followed

Reduce learning curve and help enhance product/process knowledge of new joiners

Ensuring that internal policies, procedures, and compliance regulations are being followed

Collaborating in efforts to improve QA practices

Working closely with the performance team to run and develop.

Requirements:

Min. diploma/bachelor’s degree graduates, preferably from communication.

Experienced at least 1 year experience in QA for Inbound Customer Service

Have good analytical and logical skills.

Being proactive and have a high sense of persuasive manner.

Good communication skill in English (both spoken & written)