Job Description
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 init...
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