Mission: The Quality Specialist will be responsible for the completion of quality assessment, assist with providing feedback and analysis on results to Team Lead and management with recommendations for improvements and training needs.
-Auditing monthly quality assessments on credits, queries and orders
-Ensures all the records and documents are maintained as per organizational requirements
-Present data and reports at quality team meetings, quality workshops and support in management meetings
-Quality analysis on reactivations, operational credits and complaints
-Support feedback loop to team, knowledge base systems and other continuous improvement processes
-Support improvement process by feeding results on failures into the team and providing overviews and recommendations for the quality workshop
-Monitor systems and provide ongoing feedback for continuous improvements to the service delivery in terms of quality
-Escalate process issues, problems or any other issues, where necessary, through the devised channels.
-Mentor and assist new and existing employees
-Contribute towards developing initiatives to enable the team to work more efficiently and effectively.
-Assist with the preparation and presentation of monthly customer feedback scorecard back to client
All of the above job duties may be changed / modified / deleted at any time by the Company and other job duties may be assigned as needed.