Quality Audit Specialist
Cupola Teleservices
Dubai Media City
منذ 3 يوم

Job Summary

We are currently looking for a Quality Audit Specialist to join our team.

Skills

  • Time management
  • Analytical
  • Internal Auditing
  • Written & Verbal Communication
  • Service Quality Management
  • Responsibilities and Duties

  • Develop the required quality control measurements based on the operational needs and customer experience Requirements
  • Evaluate processes for compliance with quality requirement. Ensures that all processes and the services are in line with Customer Experience strategy and meet the end customer expectations.
  • Document all internal process and procedure, create new process when required and regular update the existing processes in line with information management system process
  • Ensure that The contact center is fully compliant with Internal audit requirements and GDCCS Standards.
  • Perform monthly audit reviews and prepare a monthly report of compliance
  • Plan quality control audits, an conduct regular audits and tests to ensure that process are followed as agreed while searching for any errors or inconsistencies.
  • Assist in development of audit plans, audit schedules. Periodically inspect and calibrate auditing procedure
  • Identify processes, situations, etc., where projects meeting requirements, as well as identify opportunities for improvement
  • Prepare periodic audit reports; present audit reports to the management, as needed
  • Desired Candidate Profile

  • Understanding of Contact center operations and various Compliance Standards
  • Six Sigma certification
  • Experience of conducting internal audits
  • Understanding of GCCCS Standards
  • Ability to analyze large amounts of data and to compile detailed reports
  • High attention to detail and excellent analytical skills
  • Ability to handle confidential information and with discretion
  • Excellent verbal and written communication skills including the ability to relate to people at all levels
  • Ability to manage assigned tasks in an assertive, efficient and timely manner
  • Required Experience and Qualifications

  • Experience : 3 - 8 years in Quality Audit Specialist( Required )
  • Graduation : Any Degree( Preferred )
  • Proficient in English( Preferred )
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