Quality Assurance Specialist

2 semanas atrás

Curitiba, Paraná, Brasil beBeeQuality Tempo inteiro R$55.460 - R$71.700

Ensuring Quality Excellence in a Dynamic Environment

As a Quality Assurance Analyst, you will play a vital role in driving quality excellence across our services. Your primary responsibility will be to conduct thorough audits, ensuring seamless compliance with established standards.

Key Responsibilities
  • Conduct process quality audits as per plan and procedure, leveraging your analytical skills to identify areas for improvement.
  • Prepare comprehensive findings from the audit report, sharing them with clients and account leadership on a daily/weekly/monthly basis to facilitate informed decision-making.
  • Perform weekly analysis to identify error trends and execute root cause analysis for top 2 errors, implementing corrective actions to prevent recurrence.
Stakeholder Interaction
  • Internal Stakeholders: Delivery Leadership, Audit & Training Reports, Error Trends, New Processes, Agents, Training Team, RMAC, DOP Support, Compliance Related Support.
  • External Stakeholders: Clients, Reports on Training and Compliance, External Auditors.
Competencies Required
  • Domain Knowledge: Awareness and understanding of economic, demographic, technological, and global trends in the ITES/BPO industry.
  • Process Knowledge: Process understanding with a clear comprehension of process quality parameters.
  • Project Management Skills, Analytical Skills, Execution Excellence, Passion for Results, Stakeholder Management.
Performance Parameters
  • Audit Adherence to Calendar; Audit Targets.
  • Compliance % as per Audit Reports - Zero Misses.
  • Process Compliance: Case Targets - 2 Hours/Week Logged.

By joining our team as a Quality Assurance Analyst, you will have the opportunity to work in a dynamic environment where you can apply your skills and knowledge to drive quality excellence and make a meaningful impact.

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