Job Role Overview:
The Quality Assurance Specialist plays a pivotal role in ensuring seamless Operations delivery against agreed standards and business requirements. This involves driving knowledge, skills, and attitude of Representatives to achieve quality Service Level Agreements.
In this capacity, the Quality Assurance Specialist is responsible for monitoring, evaluating, and documenting employee quality performance. Coaching assistance will be provided as needed to meet goals and expectations.
Closely collaborating with management (Team Leads/Regional Managers), the Quality Assurance Specialist supports and drives quality results for teams and markets. They are integral contributors working within and promoting key organisational pillars: Performance Excellence, Client Co-Creation, and Designing Excellence.