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DESCRIPTION
- Review, assess, and report compliance on process / procedure requirements.
- Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
- Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.
- Works with Quality Manager on change management process, tools enhancements, and work flow amendments.
- Provide expertise and insight into complex areas of process workflows
- Act as subject matter expert on Tier 1 workflow policies and procedures
- Bring innovation ideas and help create work process standardization
- May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
REQUIREMENTS
- Quality Assurance – Advanced
- Communication Skills – Intermediate
- Reporting and Analytics – Intermediate
- Issue Management – Intermediate
- Training and Performance Support - Beginner
- Fluency in English
- Minimum C1 in German