Qa Analyst

CORE DESCRIPTION OPERATIONS

• Implement quality assurance processes and procedures to maintain high standards of service delivery in line with client requirements
• Conduct regular quality audits and assessments to identify process gaps, ensure compliance and drive process improvements
• Collaborate with operations teams to measure and monitor operational efficiency based on target KPIs

TEAM DEVELOPMENT

• Identify skills gaps and training requirement for improvement of the team
• Provide coaching, guidance and feedback to team members to improve quality of deliverables

CLIENT RELATIONSHIP

• Conduct regular quality meetings with clients to ensure alignment on quality standards and provide recommendations for improvement
• Collaborate with client to identify opportunities for enhancing the quality of service delivery
• Analyze client feedback and conduct improvement plans as necessary

BUSINESS PLANNING

• Contribute to the development or implementation of the quality assurance strategy, policies, and procedures
• Provide insights and recommendations for continuous improvement in quality assurance practices

PERSONAL SKILLS

• Listening and observation skills to understand and assess quality-related information
• Demonstrate leadership skills to guide and motivate the operation team
• Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities
• Ability to maintain accuracy in quality assurance processes
• Build positive relationships and effectively interact with team members and stakeholders

OPERATIONAL SKILLS

• Prepares regular management and technical reports for management review
• Oversee facilitation of customer service agent coaching methods and approaches
• Able to provide guidance and feedback to team members to meet quality objectives
• Conducts process and product audits to confirm compliance with company policies in all activities related to Quality & Training
• Ability to communicate in English for both written and verbal

STRATEGIC SKILLS

• Demonstrated knowledge of the client's products or services and their associated quality requirements
• Ability to conduct analysis to critically evaluate complex quality data and identify trends, patterns, and root causes
• Interpret and promote knowledge management standards and guidelines and best practices as a channel to sustain good quality performance

FRAUD PREVENTION AND INFORMATION SECURITY

• Adhere/comply to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times.
• Understand non compliance and fraud policies and conduct professionally at all times.

Report to management if there is any suspected risk or fraud detecte

• Usia: 17-60 tahun
• Minimal pendidikan: Diploma
• Jenis kelamin: Pria/Wanita
• Lokasi: Berada pada provinsi Jawa Tengah
• Pengalaman: Tidak harus memiliki pengalaman bekerja