Role Summary

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.

Key Responsibilities

• Conduct daily quality audits (calls, cases, correspondence)
• Perform case reviews and drive corrective action plans
• Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)
• Prepare and present monthly quality reports, trends, and NPS analysis
• Partner with Operations, Sales, and stakeholders to resolve service issues
• Provide coaching, feedback, and training support to team members
• Maintain audit schedules and ensure compliance with ISO/QMS standards
• Support call calibrations, quality reviews, and performance discussions
• Identify process improvements and recommend policy updates
• Assist in SOP development and quality initiatives
• Handle escalations and occasional frontline support (calls/emails/chats)

Key Performance Indicators (KPIs)

• Customer satisfaction targets achieved
• Quality and audit targets met
• Timely and accurate reporting
• Effective process improvements and corrective actions
• Adherence to audit schedules 

Skills & Competencies

• Strong analytical, reporting, and problem-solving skills
• Experience with QA tools, audits, and data analysis
• Excellent communication (written & verbal)
• Strong attention to detail and decision-making ability
• Customer-focused with a continuous improvement mindset
• Collaborative, action-oriented, and organized
• Proficient in MS Office (Excel, Word, PowerPoint)

Experience Requirements

• External: 5+ years in QA  in a customer service/BPO environment
• Internal: QA/case management experience with strong performance and audit exposure
• Experience in coaching, audits, and process improvement preferred

Qualifications

• Bachelor’s degree or equivalent experience
• Strong English proficiency
• QA, contact center, or service delivery experience required
• Clinical/healthcare background (optional advantage)