Quality Assurance Specialist

Communication

• Assist in locating contacts for internal and external client calibration sessions
• Supporting Team Leaders in setting improvement programs and action plans for CSRs
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to TQM
• Attending internal local meeting (staff or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations

Knowledge Management

• Informing Training, CS, and OPS of any gaps in contact handling or online guides.
• Ensuring the PS-QAS team is well informed with all required campaign information
• Participating to creation of new procedures, routines etc...
• Providing feedback to stakeholders on any new projects or test programs
• Analysing the usage of Knowledge Management database and taking actions accordingly.

Training

• Providing recommendation to assist in creating new training programsDelivering client specific quality training as required to all stakeholdersParticipating to the analysis of the product test results.
• Identifying and reporting any training needs to maintain quality levelContinuously reviewing procedures and implementing improvements with feedback to TQMGovernance. Smooth transition to quality improvement.
• Prepare and submit weekly/monthly test questions and recommendations for ETA.
• Discuss QA Process and identifiers to Abay agents.

Quality

• Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals,
• monitoring transactions and analysing transaction monitoring results.
• Ensuring through follow-up that action plan objectives have been met, feedback quality andperformances results, coaching, follow up and consequence (PDP,action plan).
• Using the Group Report, if needed, as an extended means to review performance of theteam/agents.
• Understanding and supporting clients and company needs and requirements for QualityImprovement.
• Attending specific product meetings with clients as required, or any other external local meeting(e.g. overflow).
• Using Quality Centre (scoring sheet, volume, report etc...).