Delivery Quality Assurance Specialist - Customer Experience and Performance Area

Key Responsibilities 1.

Quality Monitoring and Auditing Proactively monitor and ensure service delivery compliance with defined standards (SOPs, SLAs, internal policies, and relevant regulations).

Plan, organize, and lead internal quality audits on delivery and support processes, identifying areas for improvement.

Create clear and concise audit reports and collaborate with stakeholders (delivery and operations teams) to define and implement corrective action plans.

Diligently track and validate the implementation of corrective and preventive actions, ensuring resolution of issues.

Voice of the Customer (VoC) & Continuous Improvement Collect, structure, and deeply analyze customer feedback using tools like surveys, interviews, focus groups, and scorecards to identify trends and critical areas.

Strategically collaborate with operations and product / service development teams to integrate customer feedback into service improvement strategies and innovation initiatives.

Actively contribute to data-driven continuous improvement initiatives (Lean, Kaizen).

Documentation and Support Develop and maintain clear guidelines and procedures regarding project methodology and service delivery deliverables, ensuring consistency and scalability.

Provide effective support for tickets and change requests (CRs) related to service delivery components (processes, quality, compliance).

Actively participate in the development and updating of organizational quality documentation.

Deliver training or awareness sessions on best practices and quality standards to relevant teams.

Job Requirements Education and Qualifications Completed higher education (preferably in IT, engineering, management, quality, economics or related fields).

Having certifications in quality (like PMP Book, Prince2, Agile Project Management, ISO 9001 Auditor, Lean Six Sigma - Green / Black Belt, COBIT, ITIL) is a big plus.

Experience Minimum of 3 years of relevant experience in similar roles (quality assurance, internal / external audit, process improvement, service delivery management, operations excellence).

Proven experience working with complex processes and continuous improvement initiatives.

Technical Competencies Strong applied knowledge of quality and service delivery standards (e.g., ISO, ITIL, COBIT).

Experience with VoC and audit tools (e.g.

Qualtrics, Medallia, Power BI, Tableau, Advanced Excel).

Good understanding of the ITIL framework or other service management methodologies is a key advantage.

Experience with CRM, ERP, or other data management platforms.

Behavioral Competencies Exceptional attention to detail and precision.

Excellent verbal and written communication, clear, structured, and persuasive.

Strong analytical and synthesis skills, with the ability to identify root causes and propose effective solutions.

Proactive and improvement-oriented mindset, with the initiative to identify and implement solutions.

Strong teamwork abilities and the capacity to influence and collaborate effectively without direct authority.

Results-oriented, with the ability to manage multiple tasks and deadlines.

Why Join Total Soft?

This role offers an exciting opportunity to make a significant impact on service quality and customer satisfaction while driving continuous improvement initiatives.

Join a dynamic team dedicated to excellence and innovation.

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