Quality Specialist

Mersal

Key Responsibilities:

• Service Audits:
  Conduct regular and surprise audits on various service processes to ensure compliance with internal policies, quality standards, and regulatory guidelines.
• Service Quality Assessment:
  Evaluate the quality of services by reviewing documents, customer feedback, and observing the actual service delivery process.
• Identify Non-Compliance:
  Document and report any deviations from quality standards or procedures, and recommend corrective actions to address deficiencies.
• Compliance Monitoring:
  Ensure the organization adheres to laws, regulatory requirements, industry standards, and internal quality benchmarks.
• Audit Checklist Development:
  Create and maintain audit checklists that reflect current quality standards and procedures for the services provided.
• Team Collaboration:
  Work with operations, customer service, and other departments to review audit findings and ensure corrective actions are implemented.
• Reporting:
  Document audit findings, trends, and improvement opportunities in detailed reports for management.
• Customer Feedback Analysis:
  Review customer complaints, feedback, and suggestions as part of the quality control process, identifying trends for improvement.
• Continuous Improvement Initiatives:
  Participate in quality improvement programs and suggest adjustments to service delivery processes.
• Training:
  Assist in training employees on quality standards and procedures to enhance service delivery.