Job Description
• AADI Global Solutions Inc. is seeking a highly skilled Quality Assurance Specialist to support our voice and chat processes for a client in the US. The ideal candidate will have extensive experience in quality assessment for voice processes and the ability to provide coaching to team members. Additionally, they will be responsible for identifying improvement areas and reporting them to both internal and external stakeholders, including the end client.
• *Key Responsibilities:*
• 1. *Quality Assessment:* Conduct thorough quality assessments of voice and chat processes to ensure compliance with client requirements and internal standards.
• 2. *Coaching and Training:* Provide coaching and training to team members to improve their performance and ensure adherence to quality standards.
• 3. *Improvement Identification:* Identify areas for improvement in the voice and chat processes and develop strategies to address these issues.
• 4. *Reporting:* Prepare detailed reports on quality assessment findings, improvement areas, and coaching outcomes to internal stakeholders and the end client.
• 5. *Process Improvement:* Collaborate with cross-functional teams to implement process improvements and ensure seamless integration with existing processes.
• 6. *Communication:* Effectively communicate quality assessment results, improvement strategies, and coaching outcomes to both internal and external stakeholders.
Skills
- • 1. *Skills:*
- • - Strong analytical and problem-solving skills.
- • - Excellent communication and interpersonal skills.
- • - Ability to work independently and as part of a team.
- • - Proficiency in MS Office and ability to learn new tools and technologies.
- • 2. *Certifications:* Relevant certifications, such as Six Sigma or LEAN are a plus.
Education
• *Requirements:*
• 1. *Experience:* At least 3 years of experience in quality assurance for voice processes, with a focus on quality assessment, coaching, and reporting.
• 2. *Education:* Bachelor's degree in a related field, such as Business Administration, Communications, or a related field.
Job Benefits
• *What We Offer:*
• 1. *Competitive Salary:* A competitive salary package that reflects your skills and experience.
• 2. *Opportunities for Growth:* Opportunities to grow professionally and take on new challenges.
• 3. *Collaborative Environment:* A collaborative and dynamic work environment that fosters innovation and teamwork.
• 4. *Flexible Work Arrangements:* Flexible work arrangements, including remote work options, to support your work-life balance.