job description
Launch your career in quality assurance with Global Administrators Inc. as our Project-Based QA Specialist (Call Quality Assurance)! This is an exciting opportunity for early-career professionals to gain hands-on experience in call quality monitoring, process improvement, and customer service excellenceâall while working remotely from the vibrant island of Bali, Indonesia.
As a key member of our dynamic team, youâll play a crucial role in ensuring the highest standards of call quality for our clients. Youâll analyze customer interactions, provide actionable feedback to agents, and contribute to enhancing overall service delivery. This project-based role is perfect for detail-oriented individuals who thrive in fast-paced environments and are eager to develop their skills in quality assurance, data analysis, and process optimization.
At Global Administrators Inc., we value innovation, collaboration, and continuous learning. Youâll have the opportunity to work with a diverse, global team while enjoying the flexibility of remote work in one of the worldâs most sought-after destinationsâBali. Whether youâre based in Canggu, Ubud, Denpasar, or Kuta, this role offers the perfect blend of professional growth and work-life balance.
If youâre passionate about customer service, have a keen eye for detail, and want to kickstart your career in QA, weâd love to hear from you! Join us and be part of a team thatâs shaping the future of call center excellence.
Responsibility
- Monitor and evaluate call quality to ensure adherence to company standards and client requirements.
- Provide detailed, constructive feedback to call center agents to improve performance and customer interactions.
- Analyze call recordings and customer interactions to identify trends, areas for improvement, and training needs.
- Collaborate with team leads and trainers to develop and implement quality improvement initiatives.
- Maintain accurate records of QA evaluations and generate reports for management review.
- Assist in the development and refinement of QA scorecards and evaluation criteria.
- Participate in calibration sessions to ensure consistency in QA evaluations across the team.
- Stay updated on industry best practices and emerging trends in call quality assurance.
Qualifications
- Minimum of 6 months to 1 year of experience in call center operations, customer service, or quality assurance (internships or entry-level roles are welcome).
- Strong analytical skills with the ability to identify patterns and provide actionable insights.
- Excellent written and verbal communication skills in English.
- Detail-oriented with a passion for maintaining high-quality standards.
- Proficient in using Microsoft Office (Excel, Word) and QA evaluation tools.
- Ability to work independently and manage time effectively in a remote setting.
- Strong interpersonal skills and the ability to provide constructive feedback.
- Familiarity with call center metrics (e.g., CSAT, FCR, AHT) is a plus.