Quality Improvement Specialist
6 days ago
The primary objective of this role is to ensure that Operations delivery meets the agreed standards and business requirements.
- Enhance employee performance through targeted coaching and training initiatives
- Develop and educate staff on quality best practices
- Prepare and distribute reports to track performance metrics
- Analyse data to identify trends and implement improvements
- Collaborate with cross-functional teams to drive quality initiatives
- Perform administrative tasks as required
- Establish Action Plans to improve Representative quality performance
- Monitor agent cases and deliver training to auditors
- Review decision accuracy audits to ensure consistency
- Mentor auditors on audit tools and systems
- Understand quality principles in the business environment
- Recognise the impact of quality on delivery outcomes
- Excellent verbal and written communication skills are essential
- Drive individual results through effective coaching
- Work effectively with diverse teams and stakeholders to achieve shared goals
- Identify areas for improvement and suggest solutions
- Analyse data to inform strategic decisions
- Fluent in market language and English
- Proven experience in providing 1:1 support and mentoring is required
- Track record of developing expertise on corporate policies and community standards is an advantage
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