Quality Assurance analyst PT Bestbuy Home Shopping Indonesia
Quality Assurance analyst (Calling Centre Department)
Tanggung Jawab Pekerjaan :
• To process data available for monitoring the quality of each service process either in Call Centre, Customer Service, Repair Department and Delivery department
• Developing necessary tools to simplify the QA measurement and analysis
• To provide regular information of Service performance in Call time, response time, resolution time, problem solving, Telesales activities, Sales order (SO), delivery time, repair time, etc
• To provide regular information of service quality audited by auditor. And Collects a large enough sample to ensure quality of evaluation is reasonable in order to deliver suggestion toward due to improvement
• To provide any require incidental information/ data related to QA Service information
• To provide necessary repots for reconciling QA Service Information (Performance and audited) align with other department and customer.
• Regular conduct the Internal Audit according to the Audit Checklist and Forms Services Division to meet all SLA targets, quality of work and the application system process based on SOPs and procedures applicable role
• Internal audit reports (Fact findings/NC and Solution) after the internal audit process
• Correspondence and liaise with other department involved
• Contribute towards maintaining the overall call quality of the call center
• Ensures & protects against unacceptable performance and improve overall call handling processes through the regular monitoring and evaluation of the quality of incoming calls made by agents
• Ensures accurate evaluations which helps the team leaders drive improvement in overall call handling
• Analyzes data and generates findings / recommendations that will greatly help in improving performance
Persyaratan Pengalaman :
Minimum 2 years in related positions and related company
o Quality Assurance
o Manajemen data & Analisa data
• Menguasai Aplikasi Microsoft Office (MS Word, MS Excel, dan MS Power Point)
• Memiliki kemampuan untuk bekerja secara kelompok dan individual
• Memiliki keterampilan komunikasi yang baik
• Minimum Diploma or Bachelor Degree in any field.
• Minimum 2 years experience in related positions and related company
• Excellent negotiation skills, interpersonal and communications skills.
• Strong organizational skills, resourceful, meticulous and analytical.