Description du poste
The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic department, you will act as a Quality Assurance Specialist, responsible for architecting and maintaining high standards of service delivery integrity across all client workflows. This particular role is assigned to one of our dedicated client accounts, meaning you will represent our brand while working very closely with a global tech giant. In this role, you will ensure our processes and outputs meet the highest standards, preventing quality exceptions from moving into the client space. By identifying underlying risks and performing deep-dive root cause analysis, you will leverage Generative AI and LLMs to automatise and scale quality workflows, fostering a culture of 'Right First-Time' operational performance.
Profil recherché
- Proven experience in a Quality Assurance, compliance or detailed data/process reviewing role within a service-oriented or corporate environment. - Practical experience with process mapping and workflow documentation tools to visually isolate system bottlenecks. - Practical experience or a high aptitude for leveraging AI platforms and LLMs (such as Gemini) to streamline tasks, improve accuracy or automatise administrative workflows. - Experience conducting Root Cause Analysis (RCA) and writing clear, comprehensive quality reviews or documentation reports. - Comfort working towards high-performance benchmarks, such as maintaining near-perfect accuracy rates and hitting data-driven targets. - Advanced proficiency in Google Workspace tools, specifically Google Sheets for data interrogation, alongside Docs and Slides for executive-level reporting. - An exceptional, proven eye for detail and a methodical approach to tracking and resolving system bottlenecks.