Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations. Their primary responsibility begins with developing robust quality strategies in collaboration with customers and CPMs, encompassing metrics, audit approaches, and specific targets for each workflow. When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions. They maintain a continuous improvement cycle by managing a critical feedback loop between operations and customers, drawing insights from multiple sources including quality auditors, side-by-side observations, and metric analysis. Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements. The specialists serve as key escalation points for customer concerns, providing strategic recommendations based on their deep understanding of processes. They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows. This comprehensive approach ensures quality remains at the forefront of our operational excellence.
Key job responsibilities
- Define and implement quality metrics for established workflows
- Create prescriptive actions for quality issues
- Partner with customers, operations and internal support teams to optimize workflow quality
- Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
- Analyze data trends and develop solutions
- Monitor quality performance and coach operations teams
- Create and maintain quality metrics reports
- Handle customer escalations and recommendations
- Evaluate and suggest improvements for quality tools
- Support process documentation and implementation
Basic Qualifications
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Advanced-level proficiency in Dutch language (C1+ or equivalent fluency by Common European Framework of Reference for Languages (CEFR) standards).
- Basic-level proficiency in English (B1+ or equivalent fluency by Common European Framework of Reference for Languages (CEFR) standards).
Preferred Qualifications
- Bachelor's degree in a relevant field or equivalent work experience
- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
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