Senior Associate - Quality Control
Skills
About This Role
Job Description
We are seeking a highly skilled Assistant Manager with 3 to 5 years of relevant experience in quality auditing and performance evaluation.
The successful candidate will be responsible for auditing customer service operations, assessing compliance with internal standards, and ensuring service quality excellence.
This role focuses on process evaluation, performance analysis, and continuous improvement, without direct involvement in complaint handling
Conduct Internal Audits & Compliance Evaluation
- Evaluate compliance with company policies, procedures, and service standards.
- Review call handling, case management, response time, and service workflows.
- Assess service quality through call monitoring, system reviews, and documentation checks.
Quality Standards Development & Process Consistency
- Support the development and enhancement of service quality standards.
- Ensure documentation accuracy and process consistency.
- Participate in management reviews and quality meetings.
- Quality Awareness & Best Practices Promotion and Quality Metrics Monitoring:
- Promote quality awareness and best practices within Customer Service teams.
- Support external and internal quality audits when required.
- Analyze service performance data and quality metrics.
- Monitor implementation of corrective actions and process improvements.
- Communicate audit results clearly with Customer Service management.
Advanced Quality Dashboards & Data Analysis
- Design, develop, and maintain advanced quality dashboards to track performance, trends, risks, and improvement areas.
- Perform in-depth data analysis to identify root causes, patterns, and quality gaps.
- Produce comprehensive quality reports (operational, management, and executive-level).
Skills
- Analytical and reporting skills.
- Proficiency in Microsoft Excel and performance dashboards.
- Ability to analyze service data and identify trends and gaps.
- Documentation and data management skills.
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