As the Quality & Knowledge Specialist, you are responsible for the quality & knowledge management for your markets. You are responsible for collaboration with both in-house and out-sourced operations, maintaining and increasing CS global quality. We are looking for a specialist with strong analytical skills and a business mindset that contributes to delivering excellent customer service. You also have a good understanding of quality and knowledge in customer service.
Key Responsibilities
- Maintain and control quality assurance processes and standards.
- Analyze performance data to identify trends and areas for improvement.
- Lead the quality and knowledge management processes for both in-house and outsourced teams.
- Work closely with in-house and outsourced operations teams to ensure alignment on quality and knowledge management initiatives.
- Implement knowledge management best practices and tools.
