Role Summary
Supports the Quality Management System (QMS) by monitoring service quality, managing customer feedback, conducting audits, and delivering insights to improve overall service delivery across Assistance Centres.
Key Responsibilities
- Conduct daily quality audits (calls, cases, correspondence)
- Perform case reviews and drive corrective action plans
- Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)
- Prepare and present monthly quality reports, trends, and NPS analysis
- Partner with Operations, Sales, and stakeholders to resolve service issues
- Provide coaching, feedback, and training support to team members
- Maintain audit schedules and ensure compliance with ISO/QMS standards
- Support call calibrations, quality reviews, and performance discussions
- Identify process improvements and recommend policy updates
- Assist in SOP development and quality initiatives
- Handle escalations and occasional frontline support (calls/emails/chats)
Key Performance Indicators (KPIs)
- Customer satisfaction targets achieved
- Quality and audit targets met
- Timely and accurate reporting
- Effective process improvements and corrective actions
- Adherence to audit schedules
Skills & Competencies
- Strong analytical, reporting, and problem-solving skills
- Experience with QA tools, audits, and data analysis
- Excellent communication (written & verbal)
- Strong attention to detail and decision-making ability
- Customer-focused with a continuous improvement mindset
- Collaborative, action-oriented, and organized
- Proficient in MS Office (Excel, Word, PowerPoint)
Experience Requirements
- External: 5+ years in QA in a customer service/BPO environment
- Internal: QA/case management experience with strong performance and audit exposure
- Experience in coaching, audits, and process improvement preferred
Qualifications
- Bachelor's degree or equivalent experience
- Strong English proficiency
- QA, contact center, or service delivery experience required
- Clinical/healthcare background (optional advantage)
