Process Developer - Quality Consultant – Trust & Safety

Responsibilities

• Quality Monitoring and Evaluation:
• Conduct regular quality audits and assessments of various operational processes, outputs, and deliverables based on defined guidelines and standards.
• Evaluate the accuracy, completeness, consistency, and compliance of work performed by teams.
• Utilize various quality control tools and methodologies (e.g., checklists, scorecards, statistical analysis) to assess performance.
• Monitor key quality metrics and identify trends and potential risks.
• Data Analysis and Reporting:
• Collect, analyse, and interpret quality data to identify root causes of errors and deviations.
• Prepare comprehensive quality reports, highlighting findings, trends, and recommendations for improvement.
• Present quality data and insights to relevant stakeholders, including team leaders and management.
• Process Improvement and Standardization:
• Participate in process improvement initiatives to enhance efficiency, accuracy, and overall quality.
• Contribute to the development and maintenance of quality control guidelines, procedures, and documentation.
• Identify opportunities for standardization and best practice implementation across teams.
• Feedback and Coaching:
• Provide constructive feedback to team members and supervisors based on quality audit findings.
• Participate in coaching and training sessions to improve individual and team performance related to quality.
• Collaborate with training teams to develop and refine training materials based on quality insights.
• Compliance and Governance:
• Ensure adherence to internal quality standards, client-specific requirements, and relevant regulatory guidelines.
• Participate in internal and external quality audits as required.
• Support the implementation and maintenance of quality management systems (e.g., ISO certifications).
• Collaboration and Communication:
• Work closely with cross-functional teams to address quality issues and implement solutions.
• Communicate effectively with stakeholders regarding quality performance, challenges, and improvement initiatives.
• Participate in team meetings and contribute to a collaborative and quality-focused environment.