Quality Coordinator (Contact Center)

International SOS

About The Position

Supports the Quality Management System (QMS) by monitoring service quality, managing customer feedback, conducting audits, and delivering insights to improve overall service delivery across Assistance Centres.

Requirements

5+ years in QA in a customer service/BPO environment
QA/case management experience with strong performance and audit exposure
Strong analytical, reporting, and problem-solving skills
Experience with QA tools, audits, and data analysis
Excellent communication (written & verbal)
Strong attention to detail and decision-making ability
Customer-focused with a continuous improvement mindset
Collaborative, action-oriented, and organized
Proficient in MS Office (Excel, Word, PowerPoint)
Bachelor’s degree or equivalent experience
Strong English proficiency
QA, contact center, or service delivery experience required

Nice To Haves

Experience in coaching, audits, and process improvement preferred
Clinical/healthcare background (optional advantage)

Responsibilities

Conduct daily quality audits (calls, cases, correspondence)
Perform case reviews and drive corrective action plans
Manage and track customer feedback via systems (Hydra/Satmetrix, VoOS, LiveChat)
Prepare and present monthly quality reports, trends, and NPS analysis
Partner with Operations, Sales, and stakeholders to resolve service issues
Provide coaching, feedback, and training support to team members
Maintain audit schedules and ensure compliance with ISO/QMS standards
Support call calibrations, quality reviews, and performance discussions
Identify process improvements and recommend policy updates
Assist in SOP development and quality initiatives
Handle escalations and occasional frontline support (calls/emails/chats)