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Lead and oversee the Quality vertical, ensuring risk in service delivery is managed to an acceptable level as defined by the client. Drive compliance with policy and process-related matters and foster a culture of continuous improvement. Manage and mentor a team of Quality Analysts and Trainers, providing guidance, coaching, and performance feedback. Collaborate with cross-functional teams to implement industry-standard quality tools and frameworks. In Telecom Audit, conduct reviews, examinations, and reconciliations of Telecom, Wireless, and Network customer service records, invoicing, and contract agreements to ensure accuracy of budgetary forecasting. Research carrier tariffs and investigate alternative service offerings from carriers, conducting independent reviews of system records and activities to test data security and integrity procedures.
Job Responsibility:
Lead and oversee the Quality vertical, ensuring risk in service delivery is managed to an acceptable level as defined by the client
Drive compliance with policy and process-related matters and foster a culture of continuous improvement
Manage and mentor a team of Quality Analysts and Trainers, providing guidance, coaching, and performance feedback
Collaborate with cross-functional teams to implement industry-standard quality tools and frameworks
In Telecom Audit, conduct reviews, examinations, and reconciliations of Telecom, Wireless, and Network customer service records, invoicing, and contract agreements to ensure accuracy of budgetary forecasting
Research carrier tariffs and investigate alternative service offerings from carriers, conducting independent reviews of system records and activities to test data security and integrity procedures
Analyse and solve complex problems with minimal supervision
Interact with peers, clients, and management regularly
Provide meaningful and actionable feedback to team members and stakeholders
Identify opportunities to enhance value for stakeholders and clients
Make decisions that impact your work and the work of others
Requirements:
Strong expertise in Quality Assurance, Quality Management, and Data Management
Proven ability to lead teams and manage multiple stakeholders
Excellent communication and interpersonal skills to establish strong client relationships
Ability to perform under pressure and meet deadlines
Conflict resolution and dispute handling skills
Strategic thinking and problem-solving capabilities