CX Quality Assurance

Implement quality reviews and provide coaching on individual or team performance across all quality metrics

Implement action plans to drive improvement for all quality metrics based on Root Cause Analysis findings

Collaborate with operations teams to measure and monitor operational efficiency based on target KPIs

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

Minimum D3 in any major (GPA 2.75 or higher is preferred)

Experienced as Quality Assurance in contact center industry

Able to articulate findings, recommendations and feedback effectively, ensuring clarity and mutual understanding among teams

Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities

Willing to be placed in Tegal, Central Java

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