Quality Assurance Specialist

Responsibilities:

Perform Quality of Service analysis (monitor requests daily using the established monitoring forms) on RC level and Team level

Maintain quality reports at RC and Team level (Area overview)

Provide weekly feedback to Team Manager for quality improvement (RC level, Team level and Area level) and collaborate with Team Manager to develop RC and team specific action and development plans

Assist in developing and streamlining quality procedures and participate in calibration sessions within EMEA and globally

Keep up to date with process changes/pilots/new processes at all times

Perform targeted request analysis as needed

Identify room for improvement on RC and team level and drive and coordinate corrective action plans

Backup: for RCs (handle requests/emails), for Tier2 RCs (handle escalations), for QA peers (increased number of requests monitored)

Ensure compliance with company regulations with regards to Data Security and Protection Standards

Requirements:

Minimum 1 year of work experience on GCF or minimum 1 year of work experience as a Quality Assurance analyst in the past 2 years.

Proficient English skills (verbal and written) C1

Proficient knowledge of business-related processes and procedures

Understanding of quality and operational KPIs

Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive corrective actions out of those findings on individual / team level

Understanding of quality processes, tools and measures to evaluate and improve individual/ team and overall performance

Good organizational, time management and prioritization skills

Excellent communication skills and a high focus on customer satisfaction

Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)

Good to have:

COPC certified

Six Sigma certifications