Customer Service Quality Assurance

Job Description

Job Description

Responsible for ensuring services meet the established standards of quality including reliability, usability and performance required for distribution and the market. The candidate is expected to work at client’s office premises in Karachi on Pacific Standard Time (US) this would translate to night shift in Pakistan

Job Responsibilities

• Implement quality assurance standards and procedures
• Evaluate quality assurance standards
• review the implementation and efficiency of quality and inspection systems
• plan, conduct and monitor testing of services
• investigate customer complaints
• analyze data to identify areas for improvement in the quality system
• develop, recommend, and monitor corrective and preventive actions
• identify training needs and organize training interventions to meet quality standards
• responsible for document management systems
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.

Skills

Client expects the candidate to be able to:

• draft quality assurance policies and procedures
• assure ongoing compliance with quality and industry regulatory requirements
• devise sampling procedures and directions for recording and reporting quality data
• collect and compile statistical quality data
• prepare reports to communicate outcomes of quality activities