QA ANALYST

Quality Assurance Analyst

Job Roles:

• Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
• Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
• Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
• Applying critical thinking & analytics thinking to provide insights to the client
• Conduct weekly analysis to identify the error trends and for top errors, conduct root cause analysis (RCA)
• Highlight trends and red flags to the business for better improvements
• Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
• Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
• Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders

Required Skills & Qualifications:

• Degree or equivalent practical experience
• Minimum of 2 years' experience in a sale or call center environment with Quality Assurance experience
• Excellent interpersonal and communication skills
• Bilingual - Fluent in English and Thai
• Seity to identify explicit and implicit signals which may translate opportunities for our agents.
• Coaching experience is a plus.
• Experience in the advertising industry is a plus

Conduct process quality audits as per plan

• Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
• For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
• Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

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