General Purpose
The Incumbent would be responsible for liaising with our team in the US, developing a process of quality assurance from the ground up to identify, develop and execute training programs to improve customer experience. – Note this job requires the applicant to be available for Second/Third shifts as needed with rotations applicable.
Main Job Tasks and Responsibilities
· draft quality assurance policies and procedures
· devise sampling procedures and directions for recording and reporting quality data
· plan, conduct and monitor testing and inspection of communication platforms to ensure accuracy of information conveyed
· Identify, Develop and Execute Training programs to improve customer experience
· document internal audits and other quality assurance activities
· investigate customer complaints and non-conformance issues
· collect and compile statistical quality data
· analyze data to identify areas for improvement in the quality system
· develop, recommend and monitor corrective and preventive actions
· prepare reports to communicate outcomes of quality activities
· identify training needs and organize training interventions to meet quality standards
· coordinate and support on-site audits conducted by our US Teams
· evaluate audit findings and implement appropriate corrective actions
· monitor risk management activities
Education and Experience
· Bachelors degree preferred
· quality assurance, auditing and testing experience
· BPO/KPO/Customer Service experience with a North American company would be a major plus point
· experience with implementation of corrective action programs
· Some level of familiarity with telecom services would be a major plus
· strong computer skills including Microsoft Office, QA applications and databases
· knowledge of tools, concepts and methodologies of QA
Key Competencies
· attention to detail
· communication skills - verbal and written
· data collection, management and analysis
· problem analysis and problem solving
· planning and organizing
