Job Description
- Checking collection process and customer service team and makesure suitable with SOP
- Finding the issue and create report defect of collection process
- Take recording/data sampling from agents.
- Analyze and evaluate agents' job performance based on data and recommend action.
- Provide reports related to the quality score of all agents routinely.
- Provide treatment for agents (coaching/observation).
- Regular calibration with QA team, trainers and team leads.
- Regular briefing with other stakeholders.
- Handle ad hoc QA related works.
- Carry out an investigation task if required and analyze findings.
Requirements
- Minimal bachelor degree from any major.
- Having Collection knowledge is a plus.
- Min. 1 year of working exp as QA.
- Able to operate Ms. Office (Ms. Excel, Ms. Word, Ms. Power Point).
- Strong analytical thinking and problem solving skills.
- Good communication skills.
- Good teamwork, adaptability, and agility.