Business Quality Assurance Expert
hace 18 horas
At Softbank Investment Advisers (Sbia), we're redefining the future of business travel with our cutting-edge SaaS platform, TravelPerk. As a French-speaking Quality Assurance Specialist, you'll play a vital role in ensuring seamless customer experiences across our global network of outsourced hubs.
About UsWe're a pioneer in the business travel industry, dedicated to providing travelers with freedom and companies with control. Our all-in-one platform streamlines processes, saving time, money, and hassle for everyone.
Job DescriptionThe Vendor Management Office team is seeking an experienced Quality Assurance Specialist to join our dynamic team. This key role involves collaborating with cross-functional teams to evaluate and improve vendor performance and training initiatives, enhancing the quality of outsourced customer care interactions.
Main Responsibilities:- Monitor and analyze Quality Assurance performance to identify trends, conduct evaluations, and collaborate with outsourced teams to improve quality.
- Develop and deliver Quality training programs for outsourced Quality Assurance Specialists and Team Leaders 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 various 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.
- French language proficiency.
- Proven experience in Quality Assurance or a related field.
- Excellent analytical and problem-solving skills.
- Strong communication and collaboration abilities.
We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus benefits and opportunities for professional growth.
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