About the Role

Department: Corporate Sales (B2B)

Job Title: Corporate Quality Assurance Specialist

         Reports to: Business Support Team Leader

Job Summary:

The B2B Quality Assurance Specialist plays a key role in ensuring the quality of B2B services and driving continuous improvement. He/She will coordinate ISO audits, support B2B sales and other teams in achieving KPIs, and manage data analysis, CRM development, and process optimization. Also oversee project management (PMO) and follow-up, ensuring efficient project execution and alignment with organizational goals.

Key Tasks/Accountabilities:

Quality Assurance & Process Improvement

• Data Management & Reporting: Maintain a comprehensive CRM database, generate insightful reports and presentations, and monitor sales and service performance.

• Process Optimization: Identify inefficiencies, recommend improvements, and ensure the implementation of standardized procedures.

• Customer Satisfaction: Analyze customer feedback, conduct satisfaction surveys, and collaborate with relevant teams to enhance the customer experience.

• ISO Audit: Coordinate internal and external ISO audits, align with the Business Excellence department, and ensure adherence to quality standards.

Project Management & Support

• Project Coordination: Lead project planning, execution, and monitoring, ensuring timely completion and adherence to project objectives.

• Stakeholder Management: Communicate effectively with cross-functional teams, manage expectations, and provide regular project updates.

• Risk Management: Identify and mitigate potential project risks, proactively address challenges, and implement corrective actions.

• Cross-functional Collaboration: Work closely with B2B sales, Business Solutions, Digital, and Marketing teams to support their goals and achieve KPIs.

Additional Tasks & Responsibilities:

• CRM & System Enhancement: Collaborate with IT to develop and improve CRM systems, automate processes, and enable efficient data management.

• Data Analysis: Utilize data analytics tools to extract insights, identify trends, and support data-driven decision-making.

• Training & Development: Conduct training sessions on quality processes and procedures, ensuring team members are equipped with the necessary knowledge.

Typical Performance Measures:

• Customer satisfaction scores

• Achievement of B2B sales KPIs

• Successful completion of ISO audits

• Timely project delivery within budget

Efficiency and accuracy of data management and reporting

What We Need From You

Qualifications/Experience:

• Bachelor's degree in a relevant field (Business, Operations Management, etc.)

• 2+ years of experience in Quality Assurance, Process Improvement, or Project Management

• Proven experience in data analysis, reporting, and CRM systems

• ISO certification or knowledge of quality management principles

• Project management certification (PMP or equivalent) is a plus

Skills:

• Strong analytical, problem-solving, and decision-making skills

• Excellent communication, presentation, and interpersonal skills

• Proficient in Microsoft Office Suite and data analysis tools

• Ability to work independently and as part of a team

• Highly organized with strong attention to detail

Key Behaviours for Success:

• Customer-centric approach

• Results-oriented and proactive

• Adaptable and able to handle multiple priorities

• Strong commitment to quality and continuous improvement

• Collaborative and team-oriented