Lowongan Kerja Posisi Analyst di Alpha Iota

Info Loker

Employment Highlights

• Young, energetic, creative, and supportive work environment
• Genuine work-life balance
• Learn valuable hands-on work experience at a medium-sized start-up company
• Remote Work

What you would be doing

• Manage the quality assurance for the clients that Alpha Iota is serving.
• Monitor servicing channels such as Live Chat, outbound calls.
• Manage Alpha Iota’s clients’ expectations by maintaining good quality of internal output.
• Provide coaching and follow-up coaching sessions that are adhered to.
• Identify issues and areas of improvement (agent level, process and business level), propose, approve and track the necessary corrective action(s) to satisfactory.
• Dive into service quality issues which are inclusive of Customer Service Satisfaction, First Contact Resolution, Average Response Time, Quality Assurance Evaluation pass rate and customer complaints.
• Participate in the development and delivery of training and programme support for quality and operational needs. This includes soft skills, product, systems and processes. You are also responsible to ensure and monitor the overall effectiveness of training.
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality among the team.
• Assists in responding to related departments regarding quality processes, questions, comments, and concerns.
• Conducting quality gap analysis investigations, help to identify root causes of quality incidents for the prevention of similar events in the future.
• Ensure the performance of regular comprehensive audits and inspections of procedures and controls, recommending corrective action to maintain quality outputs.

To be successful in this role, you will need to have

• Minimum Diploma, Advanced/Higher/Graduate Diploma.
• At least 1 year of Quality Assurance (QA) / customer service experience in a contact centre environment or related industry. Candidates with experience in sales are an added advantage.
• Proficient in Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Google Workplace (Google Docs, Sheets, Drive).
• Knowledge of customer service principles and practices, relevant computer applications and administrative procedures.
• Excellent analytical problem-solving ability and able to discover, analyse, document and present root causes and corrective actions.
• Fluent in verbal and written English and Bahasa Indonesia.
• Possess personal laptop/computer and good Internet connection.

Please be informed that shortlisted candidates will be contacted by our Malaysian recruitment team.

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

• Industri: Konsultasi (Bisnis & Manajemen)
• No. Registrasi: 1423000-X
• Ukuran Perusahaan: 1- 50 pekerja
• Waktu Proses Lamaran: 22 hari
• Tunjangan dan Lain-lain: Asuransi kesehatan, Waktu regular, Senin - Jumat, Performance Bonus, Business Casual