Outsourced Quality Assurance Expert
hace 1 semana
Company Overview: TravelPerk is a leading SaaS business travel platform and a pioneer in the future of business travel. Our all-in-one platform empowers travellers with freedom while providing companies with control they need, resulting in saved time, money, and hassle for everyone.
Job Description: As an Outsourced Quality Assurance Expert, you will play a pivotal role in ensuring the quality of customer interactions across our global network of outsourced hubs. With attention to detail and a passion for maintaining excellence in service quality, you will collaborate with cross-functional teams to evaluate and improve vendor performance and training initiatives, enhancing the quality of outsourced customer care interactions.
Key Responsibilities:
- Monitor and analyze Quality Assurance performance, identify trends, conduct evaluations, and collaborate with outsourced teams and training to improve quality.
- Deliver Quality training for outsourced Quality Assurance Specialists and Team Leaders and other key vendor staff to align them with internal quality assurance protocols.
- Organize calibration sessions, ensure alignment with quality standards, and track scoring consistency across teams to identify improvement areas.
- Analyze data from different sources to identify gaps and improvement opportunities in outsourced vendor hubs.
- Ensure Monthly Evaluation Completion for Hubs: Oversee completion rates, follow up on audits, and provide updates to Hub Managers to meet the monthly evaluation target.
- Anticipate, identify, and resolve quality issues related to compliance with internal Quality Assurance processes across different vendors.
- Represent QA in weekly business reviews, communicate key outcomes, and engage with stakeholders for feedback and insights.
- Cross-functional collaboration: Facilitate discussions with stakeholders on audit findings, share insights for decision-making, and address any related issues for continuous improvement.
- Analyze quality monitoring data to identify trends, patterns, and areas for improvement, providing recommendations for process enhancements or additional training.
- Serve as a subject matter expert in quality assurance for outsourced vendor operations, offering guidance to internal leadership on vendor performance.
- Build and customize quality assurance scorecards, reports, and dashboards to track vendor performance metrics.
- Stay up to date with industry trends and best practices to continuously improve the outsourced QA process.
Required Skills and Qualifications: You should possess excellent analytical and problem-solving skills, be able to work collaboratively in a team environment, and have strong communication and interpersonal skills. A bachelor's degree in a relevant field is required, preferably with a focus on quality assurance or a related field. Additionally, relevant experience in quality assurance or a related field would be beneficial.
Benefits: At TravelPerk, we offer a competitive salary range of $80,000 - $110,000 per year, depending on experience, plus a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, paid time off, and professional development opportunities.
Location: This role can be performed remotely, but occasional visits to our office may be required. The ideal candidate will have the ability to work independently and effectively manage their time to meet deadlines and deliver high-quality results.
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