Quality Analyst (Thai Market)

As a Quality Assurance (QA)
Specialist supporting Thai market operations, you will be
responsible for monitoring, evaluating, and improving the quality
of interactions across all service channels, including voice,
email, chat, KYC, and social media. You will partner with the
Customer Service Team Leader to identify performance gaps, drive
consistency in service standards, and ensure that every customer
interaction reflects a high level of professionalism and empathy.
This role focuses on data-driven coaching and process improvement
to elevate the overall user
experience.

Job
Description:

1. Quality
   Monitoring: Conduct regular audits of customer
   interactions across voice, email, chat, KYC, and social media to
   ensure compliance with Standard Operating Procedures
   (SOP).
2. Performance Evaluation: Score
   interactions based on established quality rubrics, focusing on
   accuracy, soft skills, and Fi...