Senior Associate - Quality Control

We are seeking a highly skilled Assistant Manager with 3 to 5 years of relevant experience in quality auditing and performance evaluation. The successful candidate will be responsible for auditing customer service operations, assessing compliance with internal standards, and ensuring service quality excellence. This role focuses on process evaluation, performance analysis, and continuous improvement, without direct involvement in complaint handling.

• Evaluate compliance with company policies, procedures, and service standards.
• Review call handling, case management, response time, and service workflows.
• Assess service quality through call monitoring, system reviews, and documentation checks.

• Support the development and enhancement of service quality standards.
• Ensure documentation accuracy and process consistency.
• Participate in management reviews and quality meetings.

• Promote quality awareness and best practices within Customer Service teams.
• Support external and internal quality audits when required.
• Analyze service performance data and quality metrics.
• Monitor implementation of corrective actions and process improvements.
• Communicate audit results clearly with Customer Service management.

• Design, develop, and maintain advanced quality dashboards to track performance, trends, risks, and improvement areas.
• Perform in-depth data analysis to identify root causes, patterns, and quality gaps.
• Produce comprehensive quality reports (operational, management, and executive-level).