Service Desk Call Quality Coach

  • Full Time
  • warsaw

Website Collabera

Job Description

Job Position:  Service Desk Call Quality Coach

Language 1:  German/ French / Italian ( Any 1 Language)

Language 2: English ( Mandatory)

Location:  Opolska Krakow

Main Job Tasks and Responsibilities:

  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Evaluate adequacy of quality assurance standards
  • Devise sampling procedures and directions for recording and reporting quality data
  • Review the implementation and efficiency of quality and inspection systems
    Plan, conduct and monitor testing and inspection of materials and products to ensure
  • finished product quality
  • Document internal audits and other quality assurance activities
  • Investigate customer complaints and non-conformance issues
  • Collect and compile statistical quality data
  • Analyze data to identify areas for improvement in the quality system
  • Develop, recommend and monitor corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Identify training needs and organize training interventions to meet quality standards
  • Coordinate and support on-site audits conducted by external providers
  • Evaluate audit findings and implement appropriate corrective actions
  • Monitor risk management activities
  • Responsible for document management systems
  • Assure ongoing compliance with quality and industry regulatory requirements

Education and Experience

  • Bachelor’s degree preferred
  • Certifications an advantage including Quality Auditor, Quality Engineer, Quality
  • Improvement Associate, Six Sigma
  • Quality inspection, auditing and testing experience
  • Experience with implementation of corrective action programs
  • Product or industry-specific experience
  • Strong computer skills including Microsoft Office, QA applications and databases
  • Knowledge of tools, concepts and methodologies of QA
  • Knowledge of relevant regulatory requirements
  • Proficient in VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • Proficient on PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications
  • Willing to work in 24 x 7 operations
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