QA Champ

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. _Head_ because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. _Heart_ because we are always gracious with our time, our collaboration, and with one another. And _Hustle_ because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:
Job Summary:
The QA Champion is responsible for leading and overseeing quality assurance
initiatives within the BPO environment. This role involves developing and implementing quality standards, conducting audits, and driving continuous improvement efforts to ensure high levels of service quality and client satisfaction.

Key Responsibilities:
1. Quality Standards Development:

- Develop and maintain comprehensive quality assurance standards and guidelines in line with industry best practices and client requirements.
- Ensure that quality standards are integrated into all operational processes and service delivery.

2. Quality Monitoring and Evaluation:

- Design and implement monitoring processes to evaluate the performance of service delivery teams.
- Analyze quality metrics and performance data to identify trends, areas for improvement, and potential issues.

3. Training and Development:

- Develop and deliver training programs for staff on quality standards, best practices, and performance expectations.
- Provide ongoing coaching and support to employees to enhance their quality performance and address areas of concern.
- Collaborate with the Training team to ensure that quality-related training is effectively integrated into new hire onboarding and continuous development programs.

4. Continuous Improvement:

- Lead and manage continuous improvement initiatives to enhance service quality and operational efficiency.
- Facilitate root cause analysis and corrective action planning to address quality issues and implement solutions.
- Promote a culture of quality and continuous improvement across the organization.

5. Client and Stakeholder Engagement:

- Collaborate with clients and stakeholders to understand their quality expectations and requirements.
- Provide regular updates and reports to clients on quality performance, including key metrics and improvement initiatives.
- Address and resolve client quality-related concerns and feedback in a timely and effective manner.

6. Process Optimization:

- Identify opportunities for process optimization and efficiency improvements within the QA framework.
- Implement best practices and innovative approaches to enhance the effectiveness of quality assurance processes.
- Monitor and evaluate the impact of process changes on quality outcomes and adjust as necessary.

7. Reporting and Documentation:

- Maintain accurate records of quality assurance activities, including audit results, training sessions, and improvement initiatives.
- Prepare and present detailed reports on quality performance, trends, and improvement efforts to management.

8. Leadership and Collaboration:

- Lead a team of QA analysts or specialists, providing guidance, support, and performance feedback.
- Foster a collaborative and positive work environment, encouraging teamwork and open communication.
- Act as a liaison between the QA team and other departments to ensure alignment on quality objectives and initiatives.

Qualifications:

- Skills:

- Strong understanding of quality assurance principles, methodologies, and

industry standards.
- Excellent analytical and problem-solving skills, with the ability to identify trends

and implement effective solutions.
- Effective communication and presentation skills, with the ability to convey

complex information clearly to various stakeholders.
- Experience with QA tools and technologies, including performance monitoring

and reporting systems.
- Strong leadership and team management abilities, with a focus on coaching and

development.
Work Environment:

- Office setting, with occasional travel to client sites or other company locations as

required.
- Must be comfortable working with sensitive and confidential information.

What we do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe