Quality Assurance Analyst

About the Company: Concentrix is a technology-enabled global business services company (Nasdaq-listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 70 countries and across six continents, our staff delivers next-generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.About the Role: QALocation: Yogyakarta, IndonesiaJob Description:Essential Functions/Core ResponsibilitiesResponsible for monitoring contactsResponsible for preparing and providing feedback to agentsData analysis and making designated reports/decksParticipating in internal & external calibrationsCommunication to heighten awareness and focus on the importance of a positive customer experienceMaking recommendations and driving improvement, ensuring that internal policies, procedures, and compliance regulations are being followedReduce learning curve and help enhance product/process knowledge of new joinersEnsuring that internal policies, procedures, and compliance regulations are being followedCollaborating in efforts to improve QA practicesWorking closely with the performance team to run and develop.Requirements:Min. diploma/bachelor’s degree graduates, preferably in communication.Experienced at least 1 year of experience in QA for Inbound, email, and chat Customer ServiceGood knowledge of the GDS applicationHave good analytical and logical skills.Being proactive and have a high sense of persuasive manner.Good communication skill in English B2 (both spoken & written)