Operation Lead Regional (Quality Assurance)

Job Summary

Cartrack is a global smart mobility software-as-a-service company serving more than 2,000,000 subscribers in 23 countries. The team is fast-moving, collaborative, and growth-oriented, with a strong focus on innovation, efficiency, and giving people the space to contribute ideas that improve the business.

Role Overview

This position supports quality assurance across operations by tracking process adherence, evaluating service interactions, and helping teams strengthen customer experience and performance outcomes.

Key Responsibilities

• Track operational workflows and team interactions to verify accuracy, compliance, productivity, and alignment with quality assurance standards and internal procedures.
• Partner with Operations, Team Leaders, and Training colleagues to enhance customer satisfaction and day-to-day efficiency.
• Share prompt feedback and coaching observations with agents and team leaders to support better performance.
• Compile and organize QA scorecards and reports on a daily, weekly, and monthly basis.
• Spot recurring issues, performance patterns, and capability gaps, then suggest practical improvement actions.
• Facilitate call calibration sessions with stakeholders so scoring remains consistent and fair.
• Support reviews of customer complaints and service issues whenever needed.
• Make sure all work follows company policies, regulatory obligations, and call centre/collections guidelines.

Requirements

• Diploma or degree in Business Administration, Communications, or a related discipline.
• 1 to 3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections.
• Prior exposure to call evaluation and QA reporting will be an added advantage.
• Clear written and verbal communication skills, along with strong people skills.
• Solid analytical thinking and problem-solving ability.
• Comfortable using Microsoft Excel, Word, and reporting platforms.
• Able to work on your own as well as with others in a high-paced environment.
• Strong focus on accuracy and the ability to handle sensitive information discreetly.

Additional Information

No salary or stipend details were provided in the source. No vacancy count, start date, or application deadline was stated.