Job Responsibilities:

Quality Improvement

Assist in the preparation of the Quality Plan for each improvement project.

Conduct additional audits or reviews by demand of Microsoft or because of an event driven root cause       

Quality Control

Assist Microsoft in the development of test procedures or whatever is needed to complete the preparation of Quality Control and Auditing procedures        

Quality Communication

Provide feedback to Microsoft on a regular basis or on demand about business performance and trends metric       

Quality Documentation

Document all reviews and audits performed       

Quality Presentations

Lead the stakeholder presentation monthly and quarterly       

Quality Leadership

Lead inside the Supplier the continuous improvement process

Keep a noncompliance issue log and ensure that recorded compliance issues are resolved and corrected by the Supplier operation

Additionally, recommend updates to the quality plans to treat problems at hand·        

Quality Analyses

Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)        

Cross group Collaboration

Partner with training, knowledge management and operations team to ensure Agent knowledge and customer satisfaction targets are meet Key Measure

Successful implementation of process improvements

A common quality language regarding processes and improvements used in the organization

Knowledge of key principles of quality management distributed in the organization.

Job Requirements:
Fluent in English

Excellent communication skills

Have QA Experience

Better to have trainer experience

Proven leadership and operational experience.