Quality Control Specialist

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Monitor and evaluate customer service interactions to ensure compliance with the client's quality standards and guidelines.
• Identify areas for improvement in customer service processes and work collaboratively with teams to implement enhancements.
• Analyse quality metrics and performance data to identify trends, issues, and opportunities for improvement.
• Provide feedback and training to Customer Service Associates to enhance performance and adherence to quality standards.
• Prepare detailed reports on quality findings and present to management while offering insights and recommendations.
• Ensure all customer service activities comply with company policies, procedures, and regulatory requirements.
• Work closely with cross-functional teams to align quality initiatives with broader business goals.
• Maintain high standards of customer service within APAC team by ensuring consistent delivery of excellent customer experiences through effective quality control measures.
• All other duties, as assigned.

Qualifications

Bachelor's degree or equivalent experience in a related field with previous service in quality control or assurance roles, preferably within a customer service environment and experience managing security systems, risk assessments, incident management, and regulatory compliance.

Skills Required

Ms Office, Tableau, Methodologies, corporate security