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