Operations Coordinator and Quality Assurance

Job Summary:

The role will coordinate workflows, assist in process improvements, monitor performance metrics, and

ensure service quality meets company standards. This role is vital in bridging operational efficiency

with continuous quality improvements.

Key Responsibilities:

Quality Assurance (QA) Tasks:

• Conduct regular audits and evaluations of service performance based on QA standards.

• Perform call/chat/email reviews and provide constructive feedback to frontline teams.

• Identifying quality gaps and work closely with team leads to implement corrective actions.

• Develop and maintain QA scorecards, tracking tools, and performance dashboards.

• Support training initiatives by highlighting areas for improvement and ensuring QA alignment.

• Participate in calibration sessions to maintain scoring consistency and fairness.

• Assist in developing QA guidelines, templates, and best practices documentation.

Operations Coordination:

• Oversee daily operational activities to ensure seamless execution of tasks across departments.

• Manage schedules, resource allocation, and workflow coordination to meet operational targets.

• Monitor progress on key deliverables and escalate delays or bottlenecks to leadership.

• Prepare and analyze reports on operational performance, productivity, and process adherence.

• Collaborate with different teams to streamline operations and implement process enhancements.

• Maintain documentation of operational procedures and ensure compliance with company policies

Requirements:

Education & Experience:

• Bachelor's degree in Business Administration, Operations Management, or related field (preferred)
   
• 2+ years of experience in operations, administration, or project coordination
   
• Experience in logistics, supply chain, or customer service (a plus)
   

Skills:

• Strong organizational and time-management skills
   
• Excellent communication and interpersonal abilities
   
• Problem-solving mindset with attention to detail
   
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
   
• Ability to multitask and prioritize under pressure
   
• Familiarity with operations or project management software