Quality & Knowledge Specialist

As Customer Service Quality & Knowledge Specialists, you will be responsible for quality & knowledge management for your region / markets. You will be responsible for collaboration with both In-house and Out-sourced operations, maintaining and increasing CS global quality. We are looking for a specialist with strong analytical skills and a business mindset that contributes to delivering excellent customer service. You will also have a good understanding of Quality and Knowledge in Customer services. Your Key responsibilities include:Quality :Maintain and control quality assurance processes and standards.Set targets and track key performance indicators (KPIs) related to quality.Calibrate and spot-check partners quality personnel.Analyze performance data to identify trends and areas for improvement.Report on quality metrics to senior management and relevant stakeholdersKnowledge :Create and update region / market specific knowledge base content and ensure that it is accurate and up to date. Collaborate with the global knowledge and communication team to meet business initiatives and goals for knowledge management.Implement knowledge management and maintain market specific training material and run train the trainer with partner training staff.SpecialistCollaborate with your virtual team (OPS Leader and Comms Specialist) to ensure best possible quality, efficiency and performance by customer service teams.Work with global & market stakeholders and be a subject matter expert for customer service-related questions.Provide guidance and support to partner quality teams to ensure adherence to established processes.Be point of contact for Data Privacy and Loss Prevention & collaborate with Global Security.Please refer to the attached role description