Quality Assurance (Contractor) (Monee)

1-3 Years

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Early Applicant

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.

Requirements

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.