Quality Coordinator (Contact Center)

Role Summary

Supports the Quality Management System (QMS) by monitoring service quality, managing customer feedback, conducting audits, and delivering insights to improve overall service delivery across Assistance Centres.

Key Responsibilities

• Conduct daily quality audits (calls, cases, correspondence)


• Perform case reviews and drive corrective action plans


• Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)


• Prepare and present monthly quality reports, trends, and NPS analysis


• Partner with Operations, Sales, and stakeholders to resolve service issues


• Provide coaching, feedback, and training support to team members


• Maintain audit schedules and ensure compliance with ISO/QMS standards


• Support call calibrations, quality reviews, and performance discussions


• Identify process improvements and recommend policy updates


• Assist in SOP development and quality initiatives


• Handle escalations and occasional frontline support (calls/emails/chats)

Key Performance Indicators (KPIs)

• Customer satisfaction targets achieved


• Quality and audit targets met


• Timely and accurate reporting


• Effective process improvements and corrective actions


• Adherence to audit schedules 

Skills & Competencies

• Strong analytical, reporting, and problem-solving skills


• Experience with QA tools, audits, and data analysis


• Excellent communication (written & verbal)


• Strong attention to detail and decision-making ability


• Customer-focused with a continuous improvement mindset


• Collaborative, action-oriented, and organized


• Proficient in MS Office (Excel, Word, PowerPoint)

Experience Requirements

• External: 5+ years in QA  in a customer service/BPO environment


• Internal: QA/case management experience with strong performance and audit exposure


• Experience in coaching, audits, and process improvement preferred

Qualifications

• Bachelor’s degree or equivalent experience


• Strong English proficiency


• QA, contact center, or service delivery experience required


• Clinical/healthcare background (optional advantage)