Quality Specialist, AGI Data Services

NOTE - This is a Fixed Term contractual role
Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations. Their primary responsibility begins with developing robust quality strategies in collaboration with customers and CPMs, encompassing metrics, audit approaches, and specific targets for each workflow. When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions. They maintain a continuous improvement cycle by managing a critical feedback loop between operations and customers, drawing insights from multiple sources including quality auditors, side-by-side observations, and metric analysis. Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements. The specialists serve as key escalation points for customer concerns, providing strategic recommendations based on their deep understanding of processes. They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows. This comprehensive approach ensures quality remains at the forefront of our operational excellence.

Key job responsibilities
Define and implement quality metrics for established workflows
Create prescriptive actions for quality issues
Partner with customers, operations and internal support teams to optimize workflow quality
Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
Analyze data trends and develop solutions
Monitor quality performance and coach operations teams
Create and maintain quality metrics reports
Handle customer escalations and recommendations
Evaluate and suggest improvements for quality tools
Support process documentation and implementation

BASIC QUALIFICATIONS

Business English proficiency Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas) Experience in Machine Learning/Data Labeling • Strong process expertise in data services Experience in coaching and process improvement Analytical and problem-solving capabilities

PREFERRED QUALIFICATIONS

Experience with speech or language data preferred
Ability to work in ambiguous environments
Project management experience

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