Skill diminta
AccurateCRMCommunicationCustomer ServiceDeliveryEnglishMicrosoft OfficeTime Management
Deskripsi
About the role
We are seeking a talented Quality Assurance Analyst to join our team at ATAIN in our Yogyakarta, Indonesia office. As a Quality Assurance Analyst, you will play a crucial role in ensuring the high standards and quality of our customer service operations. This full-time position is an excellent opportunity to contribute to the success of our organisation and develop your skills in a dynamic and supportive work environment.
Uraian Tugas (Job Description)
Melakukan pemantauan panggilan, email, dan percakapan chat untuk menilai kualitas layanan, keakuratan informasi, serta kepatuhan terhadap panduan operasional
- Mengevaluasi kinerja agen menggunakan panduan kualitas standar dan memberikan umpan balik yang rinci serta objektif.
- Melakukan
- DSAT Scrubbing
- untuk memastikan semua umpan balik negatif dari pengguna diperiksa dan memberikan analisis akar masalah (
- root-cause analysis
- ).
- Mengidentifikasi celah dalam proses, masalah pengetahuan, dan peluang perilaku yang berdampak pada pengalaman pelanggan atau kepatuhan.
- Mendokumentasikan temuan kualitas, tren, dan masalah yang berulang serta mempresentasikannya dalam laporan QA mingguan/bulanan.
- Berpartisipasi dalam sesi kalibrasi bersama
- Team Leader
- Trainer
- , dan bagian Operasional untuk memastikan konsistensi penilaian.
Melakukan dan berpartisipasi dalam sesi kalibrasi dengan tim internal untuk mengukur seberapa akurat penilaian QA dan mempelajari cara memperbaiki area dengan perbedaan skor yang signifikan. Hal ini juga bertujuan untuk memastikan seluruh QA Global selaras dengan parameter yang ada.
Persyaratan (Requirements)
- Pendidikan minimal S1 di bidang terkait.
- Diutamakan memiliki pengalaman minimal 1 tahun di bidang
- Quality Assurance
- atau peran sejenis.
- Diutamakan memiliki pengetahuan umum tentang industri OTA (
- Online Travel Agent
- ).
- Pengetahuan mendalam mengenai metrik kualitas dan optimalisasi proses.
- Mahir menggunakan perangkat
- call center
- dan sistem CRM.
- Kemampuan komunikasi yang sangat baik dalam bahasa Inggris dan melayu (fluently)
- Orientasi terhadap detail dan kemampuan analisis yang kuat.
Sedikit Catatan untuk Anda
DSAT Scrubbing
Istilah ini biasanya tetap digunakan dalam bahasa Inggris di industri BPO/Call Center di Indonesia, namun saya telah menambahkan penjelasannya agar lebih jelas.
OTA Industry
- Karena ini spesifik, pelamar di Indonesia biasanya sudah familiar dengan istilah ini
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- What you'll be doing
Developing and implementing effective quality assurance processes and procedures to monitor and improve the performance of our customer service team
- Conducting regular audits and reviews of customer interactions to identify areas for improvement
- Providing detailed feedback and recommendations to team members to help them enhance their skills and service delivery
- Collaborating with the management team to identify and address any systemic issues or bottlenecks in our customer service operations
- Maintaining accurate and comprehensive records of quality assurance activities and findings
- Providing training and support to customer service representatives to help them improve their skills and knowledge
- Analysing customer feedback and data to identify trends and opportunities for improvement
- What we're looking for
Minimum 3 years of experience in a quality assurance or customer service management role, preferably in a call centre or similar customer-facing environment
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching to team members
- Strong analytical and problem-solving skills, with the ability to identify and address complex issues
Proficiency in using various quality assurance tools and techniques, such as call monitoring, customer satisfaction surveys, and process mapping
- A keen eye for detail and a commitment to maintaining high standards of service delivery
- Familiarity with relevant industry regulations and best practices
- Excellent time management and organisational skills, with the ability to multitask and prioritise effectively
- What we offer
- Competitive salary and benefits package
- Opportunities for career development and advancement
- Supportive and collaborative work environment
- Comprehensive training and development programs
- Health and wellness initiatives to promote employee well-being
About us
ATAIN is a leading provider of customer service and business process outsourcing solutions. With a strong presence in the Asia-Pacific region, we are committed to delivering exceptional service and innovative solutions to our clients. Our company values of integrity, excellence, and customer-centricity drive us to continuously improve and stay ahead of the curve in the ever-evolving customer service landscape.
If you're ready to join a dynamic and forward-thinking organisation and contribute to our success, we encourage you to apply now.