Quality Assurance: Implement and maintain quality assurance processes to ensure product and service quality meets or exceeds established standards. Quality Control: Oversee the quality control activities, including inspections, audits, and testing, to identify defects or issues and take corrective actions. Process Improvement: Collaborate with cross-functional teams to identify opportunities for process improvement and lead initiatives to enhance quality and efficiency. Documentation: Maintain and update quality documentation, including standard operating procedures, work instructions, and quality records. Training: Train and develop quality control personnel, ensuring they have the necessary skills and knowledge to perform their roles effectively. Compliance: Ensure compliance with industry regulations and standards, as well as internal quality policies. Team-handling: Handle a team of QAs and QCs and monitor their performance regularly Reporting: Prepare and present quality reports to senior management, highlighting key performance indicators and improvement opportunities. Customer Feedback: Collaborate with customer support and feedback to address quality-related customer concerns and drive customer satisfaction. Requirements Bachelors degree in a relevant field or equivalent work experience Proven experience in quality analysis and call auditing, preferably in a customer service environment. Excellent communication skills, both written and verbal. Knowledge of relevant industry regulations and compliance standards. Proficiency with Microsoft Office suite (Word, Excel, PowerPoint). 
