Quality Control Executive

Must-have requirements:

• Minimum a Degree in any field

• Familiar with Microsoft Excel

• Excellent communication skills

• Good command of written and spoken in English and Bahasa

Responsibility: -

1. Performs call monitoring and provides trend data, quality reports, and feedback to the Country Manager.
2. Familiar with VLOOKUP, pivot table and formula
3. Reviews and provides trend data, quality reports, and feedback to the Country Manager.
4. Participates in design of call / email monitoring formats and quality standards.
5. Uses a quality monitoring data management system to compile and track performance at team and individual level.
6. Participates in listening programs to identify customer needs and expectations.
7. Provides actionable data to various internal support groups as needed.
8. Coordinates and facilitates call calibration sessions for agents.
9. Perform other duties as assigned