Job Title: Quality Assurance Specialist - Language Expert
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About the Role:
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We are seeking a skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for providing support to ensure high-quality delivery of operations.
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Your Key Responsibilities:
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* Provide coaching and guidance to employees to meet quality standards and business requirements.
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* Maintain employee performance through monitoring and evaluating their quality work.
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* Support Market Team Leads in educating and developing representatives.
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* Prepare and distribute reports to stakeholders.
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* Analyse data to establish trends and provide recommendations for improvement.
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* Collaborate with Training and Quality Leads to drive quality and operational delivery.
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* Perform administrative tasks as required.
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* Establish action plans to improve representative quality performance.
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* Monitor cases assigned to agents in QA spoken languages.
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* Deliver training to auditors on content policies and audit tools.
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* Review decision accuracy audits to ensure consistency with community standards and internal policies.
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Requirements:
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* Familiarity with principles of quality in business.
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* Understanding of impact of quality on delivery.
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* Strong verbal and written communication skills.
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* Ability to drive individual results through coaching.
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* Capacity to work with diverse teams and levels within the organization.
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* Able to share ideas, handle conflicting viewpoints, and build upon others' perspectives.
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* Demonstrates ability to run reports, take responsibility for them, and conduct analysis.
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* Clearly identifies improvements to be achieved.
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* Solves problems and offers solutions.
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* Works independently, driving improvements within the team and organisation by enhancing quality tools and processes.
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* Fluent in Hindi and English, with full cultural and linguistic understanding of the market.
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* Track record of providing 1:1 support with accuracy and empathy.
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* Proven experience in implementing complex operational procedures.
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* Maintains expertise on corporate policies and/or community standards.
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* Analyses data to recognise trends and themes, relating to real-world environments.
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* Proven track record in providing developmental feedback, mentoring, and one-to-one coaching.
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* Capable of working across multiple projects and executing decisions with good judgment.
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* Demonstrated ability to perform well in rapidly changing environments and across multiple teams.
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What We Offer:
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* 37.5 hours per week, Monday to Sunday (including Bank Holidays), with some weekend work required.
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* Permanent contract.
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* Free canteen onsite during shift hours.
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* Healthcare.
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* Extensive training and development opportunities.
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* Free access to the Covalen Group Scheme website.
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* 24-hour Employee Assistance Programme (EAP).
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* Wellness Programme.
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* Tax Saver Scheme.
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* Bike to Work Scheme.
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About Us:
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We are a dynamic organisation committed to delivering high-quality services.
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Contact Information:
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Please visit our website for more information about this role and our organisation.