Quality Assurance (Contract) (Monee)
Job Description
Job Description
- Evaluate the quality of phone calls and emails from the Collection and Customer Service teams.
- Analyze data to identify trends and recurring issues.
- Conduct root cause analysis to find underlying problems and suggest improvements.
- Work with supervisors to implement communication enhancements.
- Monitor the effectiveness of improvements to meet quality standards.
- Support improvement script, written and verbal communication
- Present findings in team meetings.
- Bachelor's degree in a relevant field.
- At least 1 year of experience in Quality Assurance or Call Monitoring.
- Strong skills in analyzing conversations (phone/email).
- Ability to perform root cause analysis and suggest process improvements.
- Good communication skills in Thai and English.
- Proficient in Excel or Google Sheets, including formulas like Pivot Tables and VLOOKUP.
- Detail-oriented and able to work well in a team.
- Experience with Data Studio will be given special consideration.
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