As a Quality Assurance Specialist, you will be responsible with the following:
- Perform audits on activities performed by the PTP,OTC and RTR teams
- Provide evaluation feedback to agents through Quality management system – Base))), email, or meetings
- Support the business in managing and implementing the SLA tracking mechanisms
- Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting the quality of the process and activity performed
- Manages investigations of escalations of inaccurate transactions, to understand the root cause(s), especially in cases where SOPs are new, the content is ambiguous, or missing
- Develops process documentation and aggregates feedback about the functionality of audit tools
- Identify and define new process improvement opportunities
- Liaise with leads in the process to consolidate the improvement ideas and drive the inititives
- Collaborate with internal and external stakeholders, highlighting QA trends and insights for each process
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Requirements:
- Computer (internet, MS Office package)
- Foreign languages (both written & spoken) - English and a second European language
- SAP system knowledge
- Order management / Master data/Accounts Payable/ Record to Report systems & tools
- People management (small / medium size team) is a plus
- Customer relations management / order management / supply chain / logistics / statistics
- Passion for providing 1:1 support to people with accuracy and empathy
- 3+ years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation
- Excellent written and verbal communication skills, including development of effective presentations tailored for a leadership audience
- Exceptional attention to detail and nuance
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Strong critical thinking and problem solving skills
- Ability to multitask and work independently in an unstructured environment
- Counselling, mentoring, coaching capacity is a plus
- Planning & Organizing capacity
Benefits:
- Great career opportunity with a leading international outsourcing company
- Opportunity of personal development in a multinational working environment
- Competitive salary with attractive set of social benefits
- Access to a variety of benefits available through a flexible package that can be customized depending on each employees’ needs
- Personal and professional development through a variety of training programs (hard/soft skills)
