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Care Quality Assurance Lead
2 weeks ago
Through our platform, thousands of businesses gain access to a vast array of wholesale listings from numerous suppliers, ensuring convenience, cost-effectiveness, and excellent service.
We are seeking a Care Quality Assurance Lead (QA) to ensure the highest standards of quality across all aspects of our operations.
With a focus on prevention and meticulous attention to detail, you'll play a pivotal role in upholding our reputation for excellence.
Requirements:
- Collaborate in the design of call and chat monitoring formats and quality standards to uphold the highest service levels.
- Develop and execute automation scripts to streamline processes and enhance efficiency, ensuring seamless operations.
- Design and implement testing processes for both new and existing services, ensuring they meet the evolving needs of our clients and stakeholders.
- Utilize quality monitoring data to compile and track performance metrics at both team and individual levels, ensuring accountability and continuous improvement.
- Design and implement quality assurance standards and processes to maintain consistency and excellence throughout the company.
- Lead efforts to obtain various ISO certifications, demonstrating our commitment to quality and best practices.
- Provide actionable data and insights to internal support groups, contributing to ongoing improvements and decisionmaking.
- Offer feedback to call center team leaders and managers to optimize performance and service delivery, fostering a culture of continuous improvement.
- Generate detailed reports documenting errors and issues for prompt resolution, ensuring swift action and resolution.
- Undertake additional duties and responsibilities as assigned, contributing to the overall success of the team and organization, and demonstrating flexibility and adaptability.
Benefits
- Bachelor's degree in Business Administration or a related field.
- 2 to 4 years of experience in Quality Assurance, with a solid understanding of QA principles.
- Proficiency in creating SOPs (Standard Operating Procedures) and familiarity with workflows and policies.
- Background knowledge in customer care management.
- Excellent communication skills and the ability to collaborate effectively across teams.
- Lean Six Sigma certification is a plus.
- Preferably familiar with Compliance practices.
- Dive deep into various quality assurance functions, gaining valuable insights and experiences across different aspects of our operations.
- Collaborate with a seasoned and supportive team of professionals, fostering your professional growth and development in the quality assurance domain.
- Play a pivotal role in real projects and initiatives aimed at upholding our commitment to excellence, making a tangible impact on the quality of our services and operations.
- Immerse yourself in quality assurance strategies, processes, and best practices, continuously broadening your expertise and knowledge in this critical area.
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