Quality Assurance Analyst (BPO)

Responsibilities:

• Audit & Feedback for the LOB/LOBs assigned
• Share feedback with the agents on all people related defects (Quality Audits) / Failed audits
• Conduct training and refreshers
• Support and mentor new employees
• Help operations on key metrics performance (Sharing insights & suggest action plan)
• Conduct weekly quiz and spot checks on new updates & common defects (Identified Audit defects)
• Sharing weekly/monthky performance dashboard
• Conducting quality sessions for new hires
• Coordination with training & Operations to ensure 100% goal achievement for all metrics

Qualifications:

• Degree in any discipline
• At least 1 year experience as a QA.
• Fast learner and independent working skills, if required or needed by the situation
• Minimum bi-lingual proficiency and above is preferred (English & Thai).
• Language proficiency in English is mandatory
• Should be a great learner & proactive in taking care of additional responsibilities
• Understanding of effective Quality KRAs (Key responsibilities areas)
• Willingness to keep abreast of new techniques in corporate Quality
• Proficient in MS Office (Good skills in Excel and Powerpoint)
• Phenomenal communication, presentation and public speaking skills
• Organisation and time management abilities
• Critical thinking, analytical and decision making abilities