
Quality Excellence Lead
2 days ago
We are seeking a Quality Excellence Lead to join our team at StudyWise. As a key member of our quality team, you will be responsible for driving process excellence and ensuring that we meet our quality standards. You will develop and implement quality assurance protocols, monitor compliance, and provide actionable insights to enhance overall performance.
Main Objectives:- Develop and implement quality assurance protocols and testing methodologies to ensure high standards of service delivery
- Create and update quality monitoring scorecards to evaluate performance effectively and drive continuous improvement
- Conduct regular quality audits of calls, documentation, and system usage to ensure process adherence and identify areas for improvement
- Monitor compliance with industry standards, company policies, and regulatory requirements, addressing any discrepancies promptly
- Analyze performance metrics to identify trends, gaps, and opportunities for improvement, and create detailed reports with actionable insights to support decision-making processes
- Strong analytical and reporting skills
- Excellent attention to detail
- Effective communication and feedback skills
- Ability to collaborate across teams and departments
- Knowledge of quality assurance methodologies and best practices
- Proficiency in QA tools and software
- Problem-solving and critical-thinking skills
- Bachelor's / Master's degree in a relevant field or equivalent work experience
- Proven experience of 3-5 years in quality assurance, preferably in a customer service or operations environment
- Familiarity with quality monitoring tools and performance management systems
- Knowledge of industry standards and regulatory requirements
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