
Service Quality Specialist
2 days ago
In this role, you will be responsible for driving process excellence and ensuring that StudyWise meets its quality standards. As a Process Improvement Professional, you will develop and implement quality assurance protocols, monitor compliance, and provide actionable insights to enhance overall performance.
Responsibilities:- 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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