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Quality Specialist

Job Title: Quality Specialist
Contract Type: Permanent
Location: Warwick
Industry:
Salary: 25000 - 25000
REF: 1703-15
Contact Name: Traci Thompson / Vikki Harvey / Liz Hollen
Contact Email: jobs@2tri.com
Job Published: 7 months ago

Job Description

SALARY: £25,000.00 PA plus benefits.

Our client is looking for a Quality Specialist preferably with a background in the automotive industry.  The role will be to provide feedback on audit methodology. Work with support leads and supervisors to identify people and process and determine training requirements. Candidates will need to possess excellent analytical and problem solving skills and be exceptionally organised. In addition the Quality Specialist will work with Team Managers to develop project plans and participate in quality improvement.

MAIN DUTIES AND RESPONSIBILITIES
- Quality Audit Review and champion customer satisfaction within target audience 
- Complete a sample of quality review required for both transactions and queries within required timeframe   
- Validate if correct and appropriate process has been followed
- Provide feedback on audit methodology, with respect to feasibility, ease of use and effectiveness
- Production of quality review and findings reports
- Work with and support leads, supervisors and program specialists in identifying people or processes needs. Determine training requirements and liaise with training team as necessary
- Monitoring agent/team performance to prevent reoccurrence of deficiency to ensure improvement
- Identify areas and provide suggestions for improvement. 
- Work with your Team and Manager to develop project plan and recommendation to teams
- Work with Shared Services Team on the development and support on the ongoing improvement plans 
- Responsible for attending all necessary meetings and completing assigned action items
- Ensure QMS link into training organization 
- Participate and lead appropriate project work on Quality Improvement
- Proactively develop plans to avoid potential problems & take ownership of issues when they arise
- Work in tandem with training organization to provide ongoing TNA and support any Quality Training initiatives

SKILLS, KNOWLEDGE & EXPERTISE
- Minimum of 1 year’s quality assurance experience within a BPO environment
- Proven analytical and problem solving skills
- Attention to detail and processing accuracy essential 
- Ability to work under and deliver to continual deadline constraints both as a team member and individual contributor 
- Strong organizational skills and disciplined in following through on actions & plans. 
- Ability to prioritize own tasks
- Flexibility at peak business periods, half year end and year end
- Previous experience in working in project delivery and improvement plans
- Previous experience in working with and meeting SLAs and quality targets 
- Intermediate knowledge of the Microsoft Office tools, specifically Excel, Word and Power Point

Ref No: 1703-15
Location: Warwick
Job Type: Permanent
Full or Part Time: Full Time
Salary: £25,000 PA plus benefits
Hours: Monday to Friday: Full time