Quality Assurance Specialist

Arise Europe is currently seeking to appoint a Quality Assurance Specialist. We are looking for a professional who has a passion for quality, is already successful in their Quality career and has a proven capability in delivering strong performance results. This role would suit an individual who is proactive with a mindset for professional growth and is ready to develop further into Quality Management. To support the transition of the successful candidate into Management a development plan will be designed and tailored to their needs.

Currently, the position is remote working but will evolve into either on-premise or hybrid working depending on client requirements.

What we can offer you

• Salary that recognises experience and skills of the individual
• Private Health Insurance post probation review
• Employee Assistance Programme (EAP)
• Professional development
• The opportunity to work with a team of dedicated professionals

Responsibilities

• Complete audits on process activities and provide evaluation feedback to Employees and Team Leaders.
• Conduct regular one on one or group calibration with all stakeholders to ensure quality evaluations are aligned with the business and client requirements.
• Highlight non-conformance trends to the relevant parties and recommend/agree improvement plans to resolve.
• Ensure accurate recording of quality results and maintain quality records.
• Collaborate with internal and external stakeholders, highlighting QA trends and insights.
• Quality reporting as required by the clients and the business
• Deliver coaching sessions on areas for improvement/development in Quality performance to Employees.
• Become a Subject Matter Expert (SME) on individual Client requirements
• For each Client develop, maintain and deliver new hire quality requirements & process on boarding plan.
• Work closely with the L&D Department on continuous improvement items identified through Quality evaluations.
• Update and Maintain Quality, Information Security & Environmental (QISE) Management System Document library.
• Support the business in managing and implementing Quality, Information Security, Environmental Management standards and processes that are aligned with the International and Corporate standards.
• Be a champion for quality in the business.

Requirements and Competencies

• Experience in Business Process Outsourcing (BPO) and/or Contact Centre activities with a proven track record in delivering excellent customer service.
• Experience in Quality Assurance practices within a Outsource or Contact Centre environment is desirable.
• Intermediate skills in Microsoft office including excel, outlook and powerpoint.
• Mature, objective and professional individual with the ability to act in confidence at all times.
• Approachable with excellent rapport building, engagement and conflict resolution skills.
• Excellent communication, consulting, influencing and interpersonal skills.
• The ability to work well on your own as well as in a team.
• Be flexible and adaptable to change.
• Process driven with a logical thought pattern.
• High level of drive, self motivated with a positive can-do attitude.
• Knowledge of ISO Standards such as, Quality (9001), Information Security (27001), Environmental (14001) and internal audit practices is desirable.