Description:
Senior Associate Quality is responsible for transactional quality monitoring and quality improvement based on the company’s Quality Management Framework
Roles and responsibility
- Perform quality audits and evaluations
- Provide Feedback and coaching to improve customer experience
- Participate in team huddles to discuss Quality Scores and opportunity areas
- Provide process updates as per requirement
- Participate in internal/external calibration sessions
- Handle transactions to stay in sync with Operation
- Publish quality trends, feedback and improvement /enhancement reports
- Produce Quality reports and dashboards such as TNI, Pareto etc.
- Ensure compliance and conduct, drive customer experience improvement
- Contribute to the development of short- and long-term goals of the process
- Ensure quality and CSAT targets are always met
Preferred Skillset
- Exceptional listening and analytical skills
- Excellent oral, written and interpersonal communication skills
- Intermediate level of knowledge in MS-Office
- Work accurately and with an eye for details
Requirements
- 2+ years of experience as a Quality Analyst
- A Bachelor's/College Degree any field is an advantage
11 Nov 2021;
from:
gumtree.co.za