Quality Assurance Specialist
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Summary
Quality Assurance Specialist overseeing team performance, tracking quality metrics, analyzing C-sat data, conducting business reviews with clients and stakeholders, and ensuring process adherence at a customer experience company.
KEY RESPONSIBILITIES
- Track projects adherence to target and process; escalate gaps as needed.
- Review all related metrics to enhance results and recommend solutions.
- Ensure all targets are being followed and evaluate the performance accordingly.
- Ensure failures and potential failures are reviewed and action plans are set.
- Ensure all quality-related metrics are being analyzed and variations are minimized.
- Oversee all activities of own team to ensure high-performance levels and efficient implementation of procedures.
- Responsible for all business reviews with clients and internal stakeholders to ensure all actions are in place.
- Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs.
- Meet with stakeholders to provide an effective action plan.
- Following up on the action plan fulfillment, accuracy, and Impact.
Required Qualifications
- English profile B2 up to C1
- Communication skills
- Negotiation Skills
- Relations Management