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Lead Quality Assurance Specialist
3 weeks ago
Cobden & Carter International is seeking an experienced Lead Quality Assurance Specialist to join our team. In this role, you will be responsible for ensuring the quality of our services and identifying areas for improvement.
About the Role
The Senior Quality Assurance Manager will be responsible for managing ownership of issues and overall customer experience. The ideal candidate will have at least 12-24 months of experience working as a Quality Auditor.
Key Responsibilities
- Complete quality checks as per quality check plan
- Listen and assess live calls or recorded calls to ensure compliance with internal policies
- Check for customer satisfaction metrics and regulatory standards
- Evaluate based on tone, professionalism, resolution effectiveness, and communication clarity
- Complete the feedback loop and ensure verbal feedback is closed for all
- Daily/Weekly reports to be shared with all analysis and results
- Do cross evaluation with clients to ensure there are no process gaps
- Take huddles/briefs for the team and work towards bridging knowledge gaps
- Understand utilities and associated market participants
- Identify factors important to clients
- Handle customer complaints
- Ensure customer-based quality parameters are measured and tracked
- Apply lean six sigma practices to resolve ongoing issues
- Ensure privacy for customer-related information/assets
Requirements
- Experience in managing ownership of issues and overall customer experience
- Has an experience as working as a Quality Auditor for at least 12-24 Months
- Strong Communication and Analytical skills
- A Quick Learner: The Qualities of a QA analyst must have a global overview of the company
- Attention to detail
- Analytical
- Empathize
- Strong relationship building skills
- Multitask
What We Offer
- $80,000 - $120,000 per year (salary range)
- A competitive benefits package including health insurance, retirement savings, and paid time off
- Ongoing training and development opportunities
About Cobden & Carter International
We are a leading international company that provides high-quality services to our clients. Our team is dedicated to delivering exceptional results and providing excellent customer service.
