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Job Description: Quality Assurance Specialist

Department: Quality Assurance / Operations

Reports To: Quality Assurance Manager / Operations Director

Employment Type: Full-Time

Job Objective

Establish, implement, and maintain Quality Assurance (QA) frameworks and standards across organizational operations. The Quality Assurance Specialist will be responsible for evaluating operational workflows, conducting compliance audits, identifying risks and process bottlenecks, and reviewing customer service interactions to ensure high-quality service delivery and continuous process improvement.

Key Responsibilities

• QA Framework Implementation: Implement and maintain quality assurance policies, evaluation standards, and audit frameworks across operational units.
• Call & Interaction Quality Auditing: Monitor and evaluate customer service calls, chats, and ticketing interactions using QA scorecards to ensure compliance with Service Level Agreements (SLAs) and established service standards.
• Process & Compliance Audits: Conduct regular internal audits of operational processes, document compliance gaps, and recommend corrective actions.
• SOP & Documentation Control: Standardize, update, and maintain Standard Operating Procedures (SOPs) and quality manuals in line with organizational policies.
• Root Cause & Defect Analysis: Conduct Root Cause Analysis (RCA) on operational failures, service defects, and customer complaints to identify underlying issues and implement preventive measures.
• Continuous Improvement (CAPA): Lead Corrective and Preventive Action (CAPA) initiatives and track performance metrics to measure quality improvements over time.
• Coaching & QA Calibration: Conduct calibration sessions with team leaders and managers to ensure consistent evaluation standards and provide constructive feedback to support employee development.
• Reporting & Quality Dashboards: Prepare daily, weekly, and monthly quality reports and performance dashboards for management review.
• Standards & Certification Support: Support compliance with international quality management standards, including ISO 9001.

Qualifications & Requirements

Education

• Bachelor's degree in Quality Assurance, Quality Management, Business Administration, Industrial Engineering, or a related discipline.

Experience

• 2-5 years of experience in quality assurance, process auditing, or quality monitoring within a corporate or contact center environment.

Preferred Professional Certifications

• Certified Quality Auditor (CQA) or ISO 9001 Lead Auditor / Internal Auditor.
• Lean Six Sigma Yellow Belt or Green Belt.
• Certified Quality Improvement Associate (CQIA) or Total Quality Management (TQM).

Technical Skills

• Proficiency in data analysis, reporting tools, and Microsoft Office applications, including Excel, PowerPoint, and Word.
• Hands-on experience with QA software, CRM platforms, and call recording systems.

Core Competencies

• Strong analytical skills and exceptional attention to detail.
• Excellent problem-solving and root cause analysis capabilities.
• Strong written and verbal communication skills.
• Excellent organizational, time management, and multitasking abilities.
• A continuous improvement mindset with a focus on operational efficiency and service quality.