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 operations
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