Quality Assurance Specialist

Overview
The Quality Assurance Specialist ensures that the standard of service quality at the Contact Centre is consistently provided to our customers over various channels of contact (such as phone, emails, and web chat).

This role is responsible for developing and executing quality assurance processes, reviewing these processes, and providing feedback to the operations team with the overall objective of delivering and maintaining quality service.

If you are passionate about improving customer experience and nurturing people to WOW customers, join our team!
Job Responsibilities


* Perform various communication channel monitoring, evaluation, and customer satisfaction rating responses, and provide trend data to the management team.


* Work closely with managers in developing quality service operational SOPs and processes.


* Coordinate and facilitate call calibration sessions with operations leads.


* Investigate complaints and provide recommendations and action plans to prevent future occurrences.


* Analyze all customer service metrics (e.g., CSAT) and evaluate how the support team's performance affects those KPIs.


* Proactively create and innovate methods to improve call quality and share improvements with the team.


* Provide face-to-face coaching to individuals and teams to improve quality performance.


* Perform mock calls with new hires post-training to determine readiness for moving into support.

Job Requirements


* Education: Bachelor's degree or Diploma in any field.


* Experience (Must-Haves): 3 to 5 years of relevant experience in a call center and customer service environment; excellent verbal and written communication skills with strong attention to detail.


* Skills & Competencies (Must-Haves): Proficiency in Microsoft Office programs, especially Excel and PowerPoint; strong listening, analytical, and quality assurance skills (including Root Cause Analysis / RCA); familiarity with Lean Six Sigma.


* Nice-to-Haves / Advantages: Familiarity with services processes and enterprise tools such as BFO, SAP, or Oracle Systems.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you.

It's more than just pay and benefits-it's a meaningful investment in you.

It is designed to help you perform, grow, feel safe, and elevate your potential.

The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community.

At Schneider Electric, we're here for what matters most to you.

Discover more at our Career Page.



* Country-specific programs and initiatives may be available.

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