Quality Specialist

About the role

The Quality Specialist supports one or multiple client accounts by designing, monitoring, and improving quality‑related processes. The role focuses on ensuring adherence to customer‑centric quality standards, analysing performance data, and driving continuous improvement across a regional portfolio.

Key responsibilities

• Evaluate adherence to and efficiency of key customer‑related quality processes for multiple accounts within a single region.
• Initiate and implement quality process changes to meet business goals and client satisfaction.
• Participate in call monitoring sessions and support root‑cause analysis.
• Analyse quality metrics, identify trends, and lead performance‑improvement teams.
• Provide feedback to stakeholders (Quality Leadership, Operations, Client, Account Management) on regional quality results and trends.
• Recommend and drive organisational change where appropriate.
• Support management in reviewing key drivers, metrics, and operational processes in partnership with the primary Quality Manager.
• Maintain quality governance activities, including process documentation, staff onboarding standards, career path definition, and reporting standards.
• Ensure integrity of quality data reporting through validation checks and consistent output alignment.

Required profile

• Bachelor's degree (preferred).
• At least 1 year of relevant experience.
• Professional demeanor with strong relationship‑building abilities.
• Excellent attention to detail and ability to work under pressure.
• Self‑starter with a sense of urgency, capable of multitasking and meeting deadlines.
• Strong written and verbal communication skills in English (B2/C1 preferred).

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).