Call Audit / Quality Assurance Analyst

Assistant Manager Quality JD

Roles & Responsibility

1. Assist in developing and implementing quality assurance policies and procedures.

2. Conduct regular audits to ensure compliance with internal and external standards.

3. Analyse call centre data to generate valuable insights to predict customer trends.

4. Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.

5. Make recommendations on process and policy improvements from reports

6. Develop and improve knowledge of products and knowledge of call centre performance and functional requirements.

7. Supervise QA team members and provide guidance and training as needed.

8. Analyse quality data and prepare reports for management review.

9. Collaborate with other departments to resolve quality issues and implement corrective actions.

10. Tech-driven solution that will enhance customer experience and reduce manual efforts from the human

11. Monitor production processes to ensure quality standards are maintained.

12. Assist in the preparation of documentation required for regulatory audits.

Qualifications

1. Bachelor's degree in Quality Management, Engineering, or a related field.

2. Minimum of 3-5 years of experience in quality assurance or a related role.

3. Strong knowledge of QA methodologies, tools, and processes.

4. Experience with quality management systems and regulatory standards.

5. Excellent analytical and problem-solving skills.

6. Strong communication and interpersonal skills.

Skills

1. Quality Management Systems (QMS)

2. Statistical Process Control (SPC)

3. Root Cause Analysis

4. Lean Manufacturing

5. Six Sigma