QA Analyst

5 hours ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:QA Analyst

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

Key Skills: Real Time Analyst- We are looking for someone with any or some of the following experiences, in a BPO setting:

- Real-time management and/or real-time analytics (6mo minimum)
- Understanding of key metrics of operational KPIs, like Service Level, AHT, Occupancy, productivity, etc
- Queue management with focus on optimizing workload and minimizing shrinkage.
- Downtime management, Sick Leave/Annual Leave management, Break management
- Experience in Staffing, and Scheduling
- Experience in WFM/RTA tools
- Experience in Erlang based scheduling, Capacity planning & forecasting is a bonus.

**Responsibilities**:

- RTA will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
- Preparing of schedules using Erlang for different queues across multiple locations
- Schedule ADHOC intra-day training requests and update schedules
- Produce and analyze daily efficiency reportsAble to communicate in oral and written English
- Excellent team player
- Analytical skills and display maturity
- Excellent in MS office - excel, power-point and ability to perform MIS
- Exposure to basic WFM tools is preferred.
- Passion for learning and creative problem-solving.

**Language Proficiency: English (A2-B1 level) + Native Thai

Location: Bangkok Thailand

Skill: Experience in similar role in a BPO/Call Center setting

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