Introduction
Are you passionate about quality and data-driven improvement? As a Customer Service Quality Assurance Analyst, you’ll be at the heart of enhancing the consistency and quality of our Customer Service operations worldwide. By analysing weekly quality audits, leading key initiatives, and providing actionable insights, you’ll help drive operational excellence and continuous improvement across the business.
This is an exciting opportunity to be a pivotal player in a newly forming team within our global operations. You will collaborate closely with cross-functional teams, crafting clear, data-rich reports that influence business decisions and elevate customer service standards.
Responsibilities
* Lead the onboarding of new QA programmes and auditor certifications
* Develop and deliver data-driven reports and insights to Quality Assurance Managers and Supervisors
* Conduct root cause analysis to identify trends, challenges, and opportunities within Customer Service
* Provide clear, actionable recommendations to stakeholders for process improvements
* Collaborate globally to implement quality assurance strategies and ensure best practice consistency
* Drive continuous improvement initiatives by leveraging quality tools and analytics
Qualifications
* Strong analytical and problem-solving skills
* Advanced proficiency in Excel and data analysis
* Experience in Customer Service Quality Assurance
* Lean Six Sigma Green Belt certification (preferred)
* Expertise in root cause analysis and quality tools (Fishbone Diagram, 5 Whys, Pareto, VOC)
* Excellent communication and teamwork skills
* Ability to work effectively across time zones
* Passion for continuous improvement and operational excellence
* High attention to detail and process optimisation
* Proven leadership and influence in cross-functional teams
Incentives
* Global company with a bold mission and rapid growth
* A role with true creative freedom
* Collaborative, fun, and ambitious team culture
* Competitive salary and the chance to shape the future of our brand
Contact information
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