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Quality Analyst - THAI

Roles & Responsibility

  • Perform audits on recorded client interactions and provide evaluation feedback through QMS
  • Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
  • Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
  • Highlight trends and red flags to the business for better improvements
  • Ensure accurate maintenance of sample calls/chats library
  • Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.

Requirements

  • Degree preferred or equivalent practical experience;
  • Minimum of 2 years Quality auditing experience in a call center environment
  • Has a clear understanding of  Call Center’s quality framework and methodology.
  • Excellent interpersonal and communication skills.
  • Bilingual – Fluent in English and THAI language. (speaking and writing)
  • Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
  • Ability to work in a fast pace environment.
  • Strong attention to detail.
  • Coaching experience is a plus
  • Knowledge of digital advertising is a plus
  • Experience in performing Root Cause Analysis/drilldown is a plus

Qualified candidates may send their CV directly to Ray at anc4@anchorsearchgroup.com quoting the job title in the Subject line. We regret that only shortlisted candidates will be notified.

Ray Heng R1770642 | Anchor Search Group 17C8528