Job Description
Primary Purpose of Position
This role will be responsible to ensure service quality of day-to-day Global Shared Services operations: Conducting quality audit, service review, QA training, calibration sessions, customer experience analysis, and creating process improvements and projects to improve customer experience.
Key Responsibilities
Under the leadership of Quality Assurance Team Lead, the following are expected in the role:
• Conduct quality audit and transaction monitoring to identify people and process opportunities.
• Perform detailed analysis and service quality review of the shared services operations.
• Conduct calibration sessions to ensure and maintain alignment on process and compliance to standards.
• Conduct analysis on customer experience and provide recommendations to improve customer satisfaction.
• Drive a culture of feedback and continuous quality improvement by conducting QA talk, feedback training, business ...