Quality Assurance Specialist

2 weeks ago

Manila, Philippines Arcadis Full time
Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together.

Role description: As a Quality Assurance Specialist, you will develop and implement quality assurance standards, processes, and procedures to ensure that products and services meet or exceed customer expectations. You will engage collaboratively with GSO and GSO leadership with a solution focused approach that exceeds expectations and makes the GSO an easy option to engage with

Role accountabilities:

What You'll Own: (Core Responsibilities)

  • Quality Assurance:
    • Develop and implement quality assurance standards, processes, and procedures to ensure that products and services meet or exceed end-user expectations.
    • Analyze Service Desk data to generate valuable insights to predict end-user trends.
    • Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
    • Develop, implement, and maintain quality audit, corrective action, and preventive action plans to ensure compliance.
  • Continuous Improvement
    • Make recommendations on process and policy improvements from reports.
    • Create and execute plans to address and resolve inefficient or unproductive practices, processes, and procedures.
    • Recommend Service Desk QA software and training for customer support teams to meet and exceed customer service expectations.
    • Improve knowledge of products and knowledge of Service Desk performance and functional requirements.
    • Help maintain a Continual Improvement Register
  • Customer Service and Stakeholder Responsibilities
    • Maintaining and develop internal support and service desk quality assurance standards.
    • Reviewing performance results from tickets via calls, emails, chat. Etc.
    • Accompany evaluations with meaningful and constructive feedback with action plans realized till opportunity closure.
    • Discuss and explain feedback with analysts/specialists in regular meetings.
    • Analyze all customer service metrics like CSAT and how the service desk/support team performance affected those KPIs.
    • Create strategies to improve support KPIs.
    • Help the team improve performance with specific instructions and constant support.
    • Map the need for training and onboarding programs and help initiate these projects.
    • Monitor customer service performance on an individual and team level
    • Create reports that reflect Service Desk/Support performance in Quality and present to GSO management.
    • Initiate calibration sessions to maintain consistency in internal evaluations.
  • Other Ad Hoc Tasks: You are expected to help and participate to activities and initiatives by Arcadis.

Qualifications & Experience:

The ideal candidate should:

  • Demonstrates significant collaboration capability to influence stakeholders, develop and manage processes, mitigate risks, and control quality to achieve positive outcomes.
  • Demonstrated experience in successfully participating in the design/delivery of changes and/or solutions in a global company with a complex business environment.
  • Demonstrate strong numerical ability & comfortable in manipulating/analyzing data with keen eye for detail and high level of accuracy
  • Demonstrated flexibility and adaptability in work style to work independently to organize and prioritize demands, handle multiple complex tasks simultaneously, set and meet deadlines, and follow-through within a fast-paced environment with multiple and competing demands and be able to handle sudden changes in priorities
  • Has a sound level expertise in relevant professional disciplines, such as:
    • IT service and support management
    • Planning & resource management principles
    • Process management
    • MS Office and preferably reporting tools like Power BI
    • Strong understanding with SLAs and KPIs
Required Qualifications:

  • Has a Bachelors' Degree in Business, Science, Engineering, Mathematics or IT, with at least 4 years relevant work experience (qualification in Data/Analytics/Statistics or an understanding of project management principles an advantage)
  • Minimum of 4 years' hands on experience with Performance and Improvement Management in a multinational engineering, IT, BPO or professional shared services firm.
  • Demonstrated experience in successfully participating in the monitoring Performance and Driving Improvement in a global company with a complex business environment.
  • Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays.
  • Has excellent analytical and communication skills (written and oral) including strong negotiation and influencing skills and the ability to establish effective working relationships with a variety of people at different levels.

Preferred Qualifications:

  • ITIL, SDA, CompTIA+ and other relevant certifications is a plus.
  • This position interfaces with multi-disciplined teams working with and delivering from different countries so an experience working with cultural differences is preferred

Why Arcadis

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It's why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You'll do meaningful work, and no matter what role, you'll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a 'people first' business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.

Join Arcadis. Create a Legacy.

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