Quality Assurance Specialist

Overview

The Quality Assurance Specialist ensures that the standard of service quality at the Contact Centre is consistently provided to our customers over various channels of contact (such as phone, emails, and web chat). This role is responsible for developing and executing quality assurance processes, reviewing these processes, and providing feedback to the operations team with the overall objective of delivering and maintaining quality service. If you are passionate about improving customer experience and nurturing people to WOW customers, join our team!

Job Responsibilities

• Perform various communication channel monitoring, evaluation, and customer satisfaction rating responses, and provide trend data to the management team.

• Work closely with managers in developing quality service operational SOPs and processes.

• Coordinate and facilitate call calibration sessions with operations leads.

• Investigate complaints and provide recommendations and action plans to prevent future occurrences.

• Analyze all customer service metrics (e.g., CSAT) and evaluate how the support team's performance affects those KPIs.

• Proactively create and innovate methods to improve call quality and share improvements with the team.

• Provide face-to-face coaching to individuals and teams to improve quality performance.

• Perform mock calls with new hires post-training to determine readiness for moving into support.

Job Requirements

• Education: Bachelor’s degree or Diploma in any field.

• Experience (Must-Haves): 3 to 5 years of relevant experience in a call center and customer service environment; excellent verbal and written communication skills with strong attention to detail.

• Skills & Competencies (Must-Haves): Proficiency in Microsoft Office programs, especially Excel and PowerPoint; strong listening, analytical, and quality assurance skills (including Root Cause Analysis / RCA); familiarity with Lean Six Sigma.

• Nice-to-Haves / Advantages: Familiarity with services processes and enterprise tools such as BFO, SAP, or Oracle Systems.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our  IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric – apply today!

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.