Job Description
IT Jobs. Deel Jobs
Summary
Provide a brief overview of the role, its purpose, and reporting relationship. It should give candidates an immediate sense of what the job is about and how it fits into the organization
Responsibilities
- Conduct regular audits of customer-facing and operational tasks to ensure compliance with established quality standards.
- Analyze and produce data and performance metrics to identify trends and areas for improvement within operational processes.
- Manage audited teams and their evaluations independently and responsibly from top to bottom.
- Provide timely feedback and coaching to operational teams based on audit findings.
- Collaborate with your audited team POC to develop and implement quality improvement initiatives on processes or products.
- Document and maintain quality assurance procedures and guidelines for operational tasks.
- Support the training of new team members on quality standards and processes.
- Investigate and address customer complaints or issues related to operational quality.
- Identify team or global process, agent and experience gaps
- Generate and present reports on quality performance to management on a regular basis.
- Participate in the development and execution of process improvement projects.
- Stay informed about industry best practices and process requirements related to operational quality.
Qualifications
- Bachelor’s degree or equivalent work experience.
- 1+ year experience in quality assurance or operations, especially in areas like payments, HR, payroll, or mobility.
- Strong analytical skills with experience using spreadsheets, Looker, and SQL to identify opportunities for improvement.
- Excellent communication skills (verbal and written) and ability to collaborate effectively across teams.
- Detail-oriented with a focus on accuracy.
- Knowledge of quality management systems and methodologies.
- Self-motivated with a problem-solving mindset.
- Passionate about customer satisfaction and user experience.
- Continuous learner, staying updated on industry trends.
- Experience with Zendesk, Jira, Looker, or the Deel platform is a plus.
- Experience in a global SaaS company is preferred.
How to Apply
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