Quality Assurance Coordinator
Civica UK Ltd, India
Job Description
With over?30 years?of sector experience, we’re committed to putting people first and continually improving outcomes for citizens.
We are building on over?22 years?of solid year on year growth, and our digital technologies are already trusted to deliver better outcomes for over?90 million?worldwide.
Our strength comes from our continuous investment in our people, culture and commitment to improving outcomes for citizens.
We take great pride in our exceptional team and our genuine culture that has shared ethos with the public sector we want to make the lives of citizens, better.
We look for the people who share our values of Knowledge, Integrity and Action.
What does it take to become a Civican?
About role:
Exciting opportunity for a Quality Assurance Coordinator to be part of our integral team to ensure a quality service is delivered to End Users amp; Customers, whilst Analysts standards are of the highest level.
As a successful candidate you have ability to writes quality assurance policies and procedures and review quality assurance processes (from compliments to complaints), implements industry standards best practice amp; undertakes regular monitoring of Service Centre voice calls, amp; tickets managed by the Service center across 1st to 3rd line.
Requirements
Skills and experience
- Writes quality assurance policies and procedures in line with industry best practice amp; standards set out by the Head of Service Delivery amp; Service Centre Director.
- Reviews amp; evaluates Analysts standards against calls amp; tickets applying the relevant quality assurance criteria,
- Working with Head of Service delivery selects specific area’s or topics for review that are key areas of underperformance or development across the Service Centre team.
- Compiles statistical data with narrative summarizing quality assurance findings amp; associated recommended actions or next steps.
- Working with Team Leaders within the Service center Across UK amp; International provide feedback on Analyst performance, with supporting quality assurance documentation to facilitate Team Leaders providing feedback amp; coaching sessions.
- Working with the Head of Service Delivery support the function achieve all measurements amp; KPI’s related to CNPS, ENPS amp; Quality assurance.
- Work with International teams to best practice amp; share for consistency processes, procedures amp; quality assurance methodology.
A day in the life
- Exceptional ability to communicate with external customers, internal business unit partners and all APAC end users are supported
- Work closely with different business units
- Analysing service and performance data to identify areas where transformation is required
- Execute defined service delivery activities within the scope of the processes and procedures
Benefits
We know that when our people are happy they will work better and have greater work satisfaction. Civica India has been awarded and certified as "A Great Place to work" for 2nd time in row this year.
So here at Civica, we look after you. Here’s what you can expect:
Career opportunities we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business
We’re all different and we love this about us. We provide an inclusive, safe and welcoming environment to all Civicans, new and old
Focus on learning there are heaps of opportunities to enable you to grow and be your best.
Medical Insurance - Medical Insurance for yourself and your immediate family member
Appreciation and Rewards- Civica provides Milestone Rewards as a loyalty award for employees who have completed certain number of years with us. We also give CSTARS and Praises every month to our top performers.
Affinity Groups India - Our Affinity groups are being formed to take care of our employee wellbeing and their overall welfare.
Apply for this job - Become part of something special
Do you see yourself in this role?
If so, then we would love to hear from you.