Quality Assurance Specialist

Key ResponsibilitiesService AuditsConduct regular and surprise audits on service processes to ensure compliance with internal policies, quality standards, and regulatory requirements.Service Quality AssessmentEvaluate service quality through document reviews, customer feedback analysis, and observation of service delivery processes.Non-Compliance IdentificationIdentify, document, and report deviations from quality standards and procedures.Recommend and follow up on corrective and preventive actions.Compliance MonitoringEnsure adherence to laws, regulations, industry standards, and internal quality benchmarks.Audit Checklist DevelopmentDevelop and maintain audit checklists aligned with current quality standards and operational procedures.Team CollaborationCollaborate with operations, customer service, and cross-functional teams to review audit findings and ensure implementation of corrective actions.ReportingPrepare detailed reports on audit findings, performance trends, and improvement opportunities for management.Customer Feedback AnalysisAnalyze customer complaints, feedback, and suggestions to identify trends and areas for improvement.Continuous ImprovementParticipate in quality improvement initiatives and recommend enhancements to service delivery processes.Training & AwarenessSupport in training employees on quality standards, procedures, and best practices to improve overall service quality.

Bachelor’s degree in Business Administration, Quality Management, or a related field.2–5 years of experience in Quality Assurance, Quality Control, or a similar role (preferably in service-based industries).Strong understanding of quality standards, audit processes, and compliance requirements.Experience in conducting internal audits and preparing audit reports.Familiarity with ISO 9001 standards and Quality Management Systems (QMS).Ability to identify gaps, analyze root causes, and recommend corrective actions.Good knowledge of customer experience and service quality metrics.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to work collaboratively with cross-functional teams.Good command of Microsoft Office (especially Excel and PowerPoint).High attention to detail and strong organizational skills.