Associate Quality Assurance Analyst

Primary Purpose Of Position

This role will be responsible to ensure service quality of day-to-day Global Shared Services operations: Conducting quality audit, service review, QA training, calibration sessions, customer experience analysis, and creating process improvements and projects to improve customer experience.

Key Responsibilities

Under the leadership of Quality Assurance Team Lead, the following are expected in the role:

• Conduct quality audit and transaction monitoring to identify people and process opportunities.
• Perform detailed analysis and service quality review of the shared services operations.
• Conduct calibration sessions to ensure and maintain alignment on process and compliance to standards.
• Conduct analysis on customer experience and provide recommendations to improve customer satisfaction.
• Drive a culture of feedback and continuous quality improvement by conducting QA talk, feedback training, business reviews, and by ensuring feedback and audit results are effectively managed.
• Conduct periodic audit review of service catalogue and documented information.
• Establish quality assurance policies and procedures.
• Ability to follow and execute process by reading and understanding work instructions and process documents with great attention to detail.
• Proactively review and recommend process improvements based on ISO and industry standards practices and compliance.
• Maintain up-to date tracker and provide appropriate corrective reports.
• Assists in the process implementation, maintenance, and QA of service transition. This includes any ISO implementation, project handover, and periodic audits.
• Identify and recommend GSS training needs to meet service quality standards.
• Other QA duties and responsibilities as required.
  
  
  

• A Bachelors/College Degree in a related field.
• 1 to 3 years’ experience in quality assurance and global shared services operations.
• ITIL or Quality Assurance related certification is a plus.
• Knowledge of quality management system and tools (e.g., Lean, Six Sigma, COPC, ISO standards)
• Knowledge of ISO 19011 and ISO 20000-1 is a plus.
• Ability to work collaboratively and with minimal supervision.
• Ability to prioritize tasks within a multi-tasking environment.
• Excellent communication (oral and written) and interpersonal skills.
• Excellent attention to detail, analytical skills, problem analysis, problem solving, and presentation skills.
• Strong documentation and record keeping skills.
• Proficient in MS Excel, PowerPoint, Power BI, Visio (optional).