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Quality Assurance Director
1 week ago
The Quality Assurance Lead at ACE Money Transfer is a pivotal role, responsible for leading a team to maintain and enhance service quality standards across all customer touchpoints.
ResponsibilitiesLeadership & Team Management- Lead, mentor, and motivate the QA team to ensure consistent performance and adherence to quality benchmarks.
- Facilitate team(s) training sessions, provide feedback, and create development plans to upskill team members.
- Develop and implement effective sampling methodologies for assessing calls, chats, and other customer interaction channels.
- Monitor customer interactions across platforms, identify trends, and ensure compliance with service quality standards.
- Analyse performance data and recommend actionable improvements to enhance quality and efficiency.
- Collaborate with cross-functional teams to streamline QA processes and introduce innovative quality assurance practices.
- Prepare comprehensive QA reports and dashboards for senior management and stakeholders, highlighting insights and key improvement areas.
- Ensure timely reporting on team performance and quality trends while suggesting strategies for improvement.
- Perform mystery shopping to evaluate service delivery from a customer's perspective and provide constructive recommendations.
- Actively identify and address gaps in meeting customer expectations through process enhancements.
