Job Description:

  • Establish and measure call quality on a monthly basis with the aim to identify gaps in either process or soft skills for improvement, initiating improvements jointly with relevant business units
  • Achieve desired call outcomes with the aim to meet both customer and business expectations
  • Review established work procedures (work flow) with the aim to improve service to the customer
  • Perform checks on the efficiency and effectiveness of quality processes.
  • Perform root cause analysis and recommend changes/ enhancement for continuous improvement.
  • Prepare weekly/ monthly and any other periodic management reports.

Requirements:

  • 3+ years of experience in QA
  • Strong communication skills in English (verbal and written)
  • Critical thinking and problem-solving skills
  • Self-starter with strong sense of curiosity
  • Good team player with positive attitude and strong sense of integrity and responsibility
  • Exposure to strong customer oriented environment, must be quality service oriented.
  • Strong process orientation, must be logical and able to follow processes and adapt to changes.

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