Roles and Responsibility
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.
Robust knowledge of quality control processes and procedures.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work in a fast-paced environment and meet deadlines.
Solid analytical and reporting skills, with attention to detail.
Experience working in a BPO/Call Centre setting is preferred.