Kastania Putri

QA at Fabelio is part of HR, the main task of ensuring each agent is well developed, apart from conducting audits in every agent interaction with the customer,These are some of the tasks QA: • Making methodology of sampling Agent • Training New Joiner and Existing • Audit Agent Pre sales and Post sales for Channel : • Whatsapp,Instagram,Live Chat,Email ,Call Create Weekly • Report and Monthly Report to C level

1. Audit of Sample Agent, monitoring all recording Agent Outbound and Inbound 2. Making Dashboard QA on Zendesk, create contact reason Id for Business Development 3. Create Weekly and Monthly Report for Performance Agent to presented at Weekly meeting and Monthly meeting 4. Make adjustments for the best agent category

• The main tasks in planning the quality assurance procedures of a product or service, implementing quality assurance standards, • Listening to recordings and designing sample procedures and instructions for recording and reporting quality data, then documenting internal audits • and other quality assurance activities, investigating customer complaints and problems of non-compliance, making Daily and weekly reports for presentation data at the end of the month, • Analyze data to identify areas for improvement in the quality system, • recommend and monitor corrective and preventive action