Quality Assurance Analyst PT Bestbuy Home Shopping Indonesia (QA for Call Center & Telemarketing)


Quality Assurance Analyst

Tanggung Jawab Pekerjaan :

  • • Support to set up and controls the activities of branch offices
  • • Controls the activities of the hub warehouses in the nationwide, make sure at ideal level of storage.
  • • Controls the activities of Delivery, Repair, and Customer Service to be professional, smooth and safe operations.
  • • Standardizes and strictly apply for retail department.
  • • 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

Syarat Pengalaman :
Minimum 2 years experience in related positions and related company

Kualifikasi :

  • o Bachelor Degree from reputable university from any background.
  • o Male or female from 30 yrs (Male is preferred). Should be local people.
  • o Minimum Diploma or Bachelor Degree in any field.
  • o Minimum 2 years experience in related positions and related company
  • o Excellent negotiation skills, interpersonal and communications skills.
  • o Strong organizational skills, resourceful, meticulous and analytical.

Keahlian :

  • o Komunikasi
  • o Komputer

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