About this role
<h2> </h2> <hr> <h2><strong>Role Summary</strong></h2> <p>Supports the Quality Management System (QMS) by monitoring service quality, managing customer feedback, conducting audits, and delivering insights to improve overall service delivery across Assistance Centres.</p> <hr> <h2><strong>Key Responsibilities</strong></h2> <ul> <li>Conduct daily quality audits (calls, cases, correspondence)</li> <li>Perform case reviews and drive corrective action plans</li> <li>Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)</li> <li>Prepare and present monthly quality reports, trends, and NPS analysis</li> <li>Partner with Operations, Sales, and stakeholders to resolve service issues</li> <li>Provide coaching, feedback, and training support to team members</li> <li>Maintain audit schedules and ensure compliance with ISO/QMS standards</li> <li>Support call calibrations, quality reviews, and performance discussions</li> <li>Identify process improvements and recommend policy updates</li> <li>Assist in SOP development and quality initiatives</li> <li>Handle escalations and occasional frontline support (calls/emails/chats)</li> </ul> <hr> <h2><strong>Key Performance Indicators (KPIs)</strong></h2> <ul> <li>Customer satisfaction targets achieved</li> <li>Quality and audit targets met</li> <li>Timely and accurate reporting</li> <li>Effective process improvements and corrective actions</li> <li>Adherence to audit schedules </li> </ul> <hr> <h2><strong>Skills & Competencies</strong></h2> <ul> <li>Strong analytical, reporting, and problem-solving skills</li> <li>Experience with QA tools, audits, and data analysis</li> <li>Excellent communication (written & verbal)</li> <li>Strong attention to detail and decision-making ability</li> <li>Customer-focused with a continuous improvement mindset</li> <li>Collaborative, action-oriented, and organized</li> <li>Proficient in MS Office (Excel, Word, PowerPoint)</li> </ul> <hr> <h2><strong>Experience Requirements</strong></h2> <ul> <li><strong>External:</strong> 5+ years in QA in a customer service/BPO environment</li> <li><strong>Internal:</strong> QA/case management experience with strong performance and audit exposure</li> <li>Experience in coaching, audits, and process improvement preferred</li> </ul> <hr> <h2><strong>Qualifications</strong></h2> <ul> <li>Bachelor’s degree or equivalent experience</li> <li>Strong English proficiency</li> <li>QA, contact center, or service delivery experience required</li> <li>Clinical/healthcare background (optional advantage)</li> </ul>