ServiceDesk Call Quality Coach Main Job Tasks and Responsibilities Draft quality assurance policies and procedures Interpret and implement quality assurance standards Evaluate adequacy of quality assurance standards Devise sampling procedures and directions for recording and reporting quality data Review the implementation and efficiency of quality and inspection systems Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality Document internal audits and other quality assurance activities Investigate customer complaints and non-conformance issues Collect and compile statistical quality data Analyze data to identify areas for improvement in the quality system Develop, recommend and monitor corrective and preventive actions Prepare reports to communicate outcomes of quality activities Identify training needs and organize training interventions to meet quality standards Coordinate and support on-site audits conducted by external providers Evaluate audit findings and implement appropriate corrective actions Monitor risk management activities Responsible for document management systems Assure ongoing compliance with quality and industry regulatory requirements Education and Experience Spanish and Portuguese proficiency Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma Quality inspection, auditing and testing experience Experience with implementation of corrective action programs Product or industry-specific experience Strong computer skills including Microsoft Office, QA applications and databases Knowledge of tools, concepts and methodologies of QA Knowledge of relevant regulatory requirements Proficient in VPN and remote dial-in users Support for laptop, desktops, and printers Proficient on PDA and blackberry support Others: Adobe Acrobat and other common desktop applications Willing to work in 24 x 7 operationsShow more Show less