Quality Analyst

**Essential Functions/Core Responsibilities**
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

**Requirement**
- Bachelor Degree in related field from a four-year college or university with 1-2 years of experience preferred.
- Strong attention to detail.
- Self-starter, sense of urgency and works well under pressure.
- Demonstrated ability to multi-task and meet timelines o deliverables.
- Proficient in Microsoft Office.
- Strong communication skills, both written and verbal.
- Available to join immediately.
- Willing to work from office in Yogyakarta

**Salary**: Rp4,000,000 - Rp6,800,000 per month

**Education**:

- S1 (required)

**Experience**:

- QA in BPO company: 2 years (required)

**Language**:

- Good English (required)