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Trust & Safety QA Analyst (English Speaking)

Bangkok Job No. r00135848 Temporary

Job Description

Job Description

  • Assess the quality of analysts on the project
  • Meet volume and quality targets for all quality assurance audits
  • Develop and maintain knowledge of client and their business needs processes
  • Develop and maintain an understanding of client Service Level Agreements and department s key performance requirements
  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings
  • Take accountability for effectively handling escalations
  • Identify root causes for business related issues and recommend solutions to improve overall client satisfaction
  • Assist with monitoring and tracking incidents to ensure timely resolution
  • Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance



Required Skills & Experience

  • Fluent in English (reading, writing, speaking)
  • Able to work as night shift, 5 days/ week
  • Bachelor's degree
  • Previous experience evaluating quality preferred
  • Proven commitment to quality in work
  • Strong attention to detail
  • Ability to explain information and concepts clearly and succinctly for others to easily understand
  • Ability to read and interpret policy process maps accurately
  • Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile
  • Resourcefulness, critical creative thinking, and problem solving skills
  • Flexibility and adaptability e.g. learning new processes, policy changes
  • Demonstrated ability to work as part of a team, adding a positive attitude and business focus
  • Ability to effectively manage time and work in a fast paced, deadline driven environment
  • Fluency in social media platforms
  • Proficiency with Microsoft Office, particularly Excel e.g. Pivot Table, VLOOKUP, Macros

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