- Coordinate and implement quality control processes to ensure high standards of service delivery.
- Develop and maintain quality metrics and reports to track performance and identify areas for improvement.
- Collaborate with teams to resolve customer complaints and concerns in a timely and professional manner.
- Conduct regular audits and assessments to ensure compliance with quality standards.
- Provide training and coaching to team members on quality procedures and best practices.
- Analyze data and trends to identify opportunities for process improvements.
Job Requirements
- Minimum 2 years of experience in quality assurance or a related field.
- Strong knowledge of quality control processes and procedures.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work in a quick-paced environment and meet deadlines.
- Strong analytical and reporting skills, with attention to detail.
- Experience working in a BPO/Call Centre environment is preferred.