Specialist, Quality Assurance
5 months ago
**What will you do?**
Performance Monitoring:
- Review quality of work performed by staff through live monitoring, Spot the daily issues and come up with solutions to optimize our daily operations in seamless way. Assessment & Reporting:
- Uses quality monitoring data management system to compile and track performance at team and individual level. Prepares and analyzes internal and external quality reports for management staff review.
- Conducts calibration sessions on calls for all seniors’/ junior’s level. Processes:
- Create and maintain standardized workflows and procedures.
- Provides recommendations for change and participates in analysis of workflows and procedures to improve accuracy/efficiency. Customer satisfaction:
- Listen to our customer base (restaurants & end users) and work on enhancing the NPS & feedback to the rest of the company.
- Having challenges to attract customers, retain customers and turning dissatisfied customers into loyal ones.
**Requirements**:
- Bachelor's degree in business administration, quality assurance, or a related field
- 1-3 years of experience in a quality assurance role, preferably in a service delivery environment. - Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office Suite
- Knowledge of quality control methodologies and tools
- Ability to work independently as well as in a team environment.
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