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Quality Assurance Officer

3 weeks ago

Dubai, Dubai, United Arab Emirates Dicetek LLC Full time

Overall responsibility of Quality Assurance Officer would be to independently handle and drive:

Complaints Handling Quality Assurance

  • Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
  • Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
  • Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.
  • Accompany evaluations with meaningful and constructive feedback

MIS And Reporting

  • Set up processes and systems to make working with data more efficient
  • Research new ways to make use of data
  • Present information generated from data to relevant stakeholders

Main Tasks

  • Review and verify whether the SRs are handled as per the set guidelines
  • Identify areas of service opportunities/improvements required by the unit/ staff.
  • Provide snapshot of the Service Quality score to all units involved in handling the SRs.
  • Identify areas of opportunities/improvements.
  • Document and provide support to business units through recommendations/feedback on performance measures/process.

Assist units for CRM changes, SLA, workgroup, routing, escalation and reporting.

  • Ensure data is stored in a usable manner having a clear audit trail
  • Ensure availability of usable data upon business request
  • Generate analytics on a regular basis to impact improvement of scores
  • Develop tracking methodology to identify trends and improvement
  • Ensure that all data is up to date
  • Codes are working perfect to track data on a daily basis
  • To be able to create new tools upon the needs of upcoming project