Quality Assurance Specialist

Responsibilities

• Evaluate individual staff performance through regular quality audits to ensure all customer interactions meet professional, quality and compliance guidelines

• Conduct regular call sharing with staff to ensure alignment of best practices and high service standards

• Identifying training and development needs through analysing data to identify areas of improvement

• Conduct thematic reviews examining themes across multiple products, services or processes to identify trends, patterns and common issues

• Supporting in the design of training and development programmes based on the needs of the organization and the individual;

• Supporting in evaluation of training and development programmes;