IJP | International Quality Assurance Outbound Specialist

Main purpose of the job

The international quality assurance outbound specialist is responsible for identifying improvement opportunities and ensuring consistent implementation of quality standards for our outbound operations.

Responsibilities and Duties

Manage and engender a supportive relationship with the BPO quality teams to ensure quality is embedded within the outbound operations and to highlight opportunities for improvement.

Analyze quality metrics and align with BPO on actions to improve them if needed

Actively address process, knowledge, and skills improvement opportunities

Support quality improvement projects

Provide actionable data to various internal stakeholders as needed

Coordinates the quality reports for management staff review

Undertake duties of a general nature, or additional tasks, that may be required from time to time by the business

Play an integral role in improving the overall quality of conversions and help the outbound department achieve KPIs the Sales Operations Manager sets.

Qualifications and skills

2+ years experience in a global customer care quality team

Experience in measuring, analyzing, and tracking quality and customer care metrics

Exceptional analytical skills

Ability to multitask and successfully operate in a fast-paced environment

Must adapt well to change and successfully set and adjust priorities as needed

Able to identify improvement opportunities and easily translate them into actions

Excellent communication skills in writing and speaking

Proficient in using Google Suite. Preferably knowledgeable in data platforms such as Tableau and DataGamz.

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