Mô tả công việc
Overview
We’re seeking a detail‑oriented Senior Quality Analyst to provide leadership and expertise to our QA team. This role conducts comprehensive audits of service quality performance to generate insights that inform actionable improvements. The successful candidate will act as an advisor and subject matter expert on operational and customer experience improvements, working cross‑functionally with teams and stakeholders to drive measurable improvements in service quality and operational excellence.
At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI‑First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.
You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.
Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top‑tier training, mentorship, and career development—ensuring you stay ahead in an ever‑evolving world.
Why You’ll Enjoy It Here:
- Be Part of Something Big – A growing company where your contributions matter.
- Make an Immediate Impact – Support groundbreaking technologies with real‑world results.
- Work on Cutting‑Edge Tech – AI, cybersecurity, and next‑gen digital solutions.
- Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
- We Care – Integrity, empathy, and purpose guide every decision.
We’re looking for innovators, problem‑solvers, and experts ready to drive change and grow with us.
We Are TeKnowledge. Where People Lead and Tech Empowers.
Responsibilities
- Drive adherence to the quality management framework and system.
- Plan and conduct comprehensive quality audits.
- Anticipate key stakeholder and customer requirements.
- Serve as the primary point of contact for data gathering and analysis requests from business leaders.
- Collaborate with stakeholders to create data‑driven and actionable recommendations.
- Act as the Voice of the Customer when driving customer excellence practices.
- Perform in‑depth analysis of quality and performance data.
- Identify gaps and opportunities for improvement.
- Identify customer‑impacting, process compliance, and operational deficiency issues.
- Participate in monthly business reviews, client reviews, and corrective action discussions.
- Provide frontline staff with quality evaluation feedback and coaching as needed.
- Identify and document best practices and quality processes for customer experience and operational excellence.
- Promote uniform service delivery through consistent quality processes and best practices.
- Serve as Process Champion for process improvement and quality framework audits.
- Provide feedback on improvement opportunities and efficiency gains.
- Drive results through cross‑functional collaboration and continuous improvement initiatives.
Qualifications
- Bachelor’s degree or equivalent experience in Engineering, Business Administration, Quality, or a relevant field.
- Professional fluency in both written and spoken English.
- At least 1 year of experience in a customer support or call center environment.
- 1–2+ years of experience as a Quality Analyst.
- Proven ability to drive results in cross‑functional teams.
- Experience leading both local and global continuous improvement projects.
- Excellent multitasking and organisational skills.
- Strong attention to detail.
- Proficiency with Excel, PowerPoint, and other office productivity applications.
- Self‑motivated and able to adapt quickly as situations change.