Vacancy Description
Role Summary
Supports the Quality Management System (QMS) by monitoring service quality, managing customer feedback, conducting audits, and delivering insights to improve overall service delivery across Assistance Centres.
Key Responsibilities
- Conduct daily quality audits (calls, cases, correspondence)
- Perform case reviews and drive corrective action plans
- Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)
- Prepare and present monthly quality reports, trends, and NPS analysis
- Partner with Operations, Sales, and stakeholders to resolve service issues
- Provide coaching, feedback, and training support to team members
- Maintain audit schedules and ensure compliance with ISO/QMS standards
- Support call calibrations, quality reviews, and performance discussions
- Identify process improvements and recommend policy updates
- Assist in SOP development and qu...
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