501
Reģistrācijas numurs: 302687119
- Apraksts
- Pamatinformācija
- Uzņēmums
Job description
- Analyze quality performance and process capability based on Quality Analyst monitoring and audit activities, identify trends and patterns
- Define and implement improvement actions based on the analysis in alignment with Operation's needs
- Drive root cause analysis, follow up escalations and complaints, and work with the Quality Manager to address any process gaps
- Drive process improvement, identify and evaluate standardization and automation opportunities
- Work together with stakeholders to create improvement proposals
- Ensure that project quality processes are adhered to and quality metrics are met as per customers requirement and quality management framework
- Generate comprehensive quality reports, act as Quality POC for Operations and Support teams for daily Quality activities
- Work together with the Training team for TNI, refreshers, certification, etc.
- Present and represent Quality in customer review meetings, audits and for internal stakeholders
- Ensure Quality Team compliance with established Quality processes, lead QA team performance by quality scorecard
- Establish and maintain governance for the QA team, Operations and customer
- Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
- Provide feedback to the Quality Team, collaborate with the Quality Manager to identify and fulfill QA improvement and development needs and enhance team capabilities
- Participate in training programs for better understanding of client and business expectations and to continuously develop and grow
Requirements
- English skills (B2 or higher level) in writing and speaking to understand documentation and log accurately in the client systems
- Additionally, you need to have one of the foreign language skills – German or Swedish (B2/C1 or higher level)
- Proven experience in Quality Management within a BPO environment (min. 3 years)
- Track record of formal people management roles and leadership abilities (min. 1 year)
- Quality monitoring and audit experience (min. 2 years)
- Exposure to Lean, Six Sigma, COPC, and other quality improvement methodologies is an advantage
- Optimistic, friendly, positive, and self-motivated personality
- Structured thinking, agile mindset, good presentation skills
- Service-oriented profile and with a focus on problem-solving,
- Ability to work shift hours/ part-time
- Good data analytic and data interpretation skills and toolset
- Good communication skills, good stakeholder management skills
Company offers
- Working in flexible shifts
- Private medical insurance for self and family (spouse and kids)
- Career opportunities across the globe
- Learning- Access to multiple free trainings and courses via our internal learning platform
- Fun at work - multiple fun at work activities regularly
- Modern office at Jaunā Teika (Gustava Zemgala gatve 74, Riga)
€
2300 - 2500
Atrašanās vieta
- Latvija
Darba veids
- Pilna slodze
Kontaktpersona
Vineta Berzina
+37129830957
Vineta Berzina
+37129830957
Alliance for Recruitment is the biggest recruitment agency in the Baltics, servicing clients in CEE & Nordics and creating a brighter future for people around! We are the largest headhunting house measured by capacity, a number of successful placements, and annual growth, raising a high-performing team of recruitment experts from various industries.
Reģistrācijas numurs: 302687119
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