西门子Quality Assurance Engineer

· 挖掘研发过程中提升质量和效率的工具需求，完成各类测试工具的架构设计、编码实现和在业务的落地。 · 赋能研发团队，将质量内建和CI/CD更好地应用于业务流水线，提升整体研发过程的工程效能。 · 开发高效稳定的自动化测试框架，为开发工程师和测试工程师提效。

As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard. 【Quality Management】 Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements Analyze DSAT and complaint data to identify trends and drive process optimization Lead calibration sessions to ensure consistent quality standards across all teams 【Training & Development】 Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement Establish and manage the training certification process, ensuring only certified agents go live 【Team Leadership & Collaboration】 Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores Champion a culture of quality, accountability, and continuous improvement within the customer service function

Execute QA strategy • Define quality standards, create and maintain quality assurance programs in line with Compliance and AML action plans and internal policies • Drive consistent approach to case completions and quality across local and offshore teams • Test the quality of approved KYC records against the Quality Assurance standards, reviewing the reliability and integrity of data collected and challenging the appropriateness of assumptions made where appropriate, and record results in the case management system • Preparation of QA scorecards in accordance with QA scoring matrix at team and individual levels, and monthly QA report for management reporting • Identify key issues, risks and trends relating to output quality and perform root cause analysis; make recommendations for addressing identified deficiencies or improvement to operational processes • Presents results to key stakeholders, tracks and monitors rectifications to the critical defects identified • Anticipate challenges and initiate solutions in the QA testing process • Review and endorse coaching documentation completed by the production team leads KYC Compliance Testing • Conduct tests and reviews on the digital KYC journeys and processes to assess compliance with internal policies and external regulations • Gather, analyse and document test data to identify gaps or violations • Present to management on the risks and vulnerabilities identified • Work with relevant stakeholders to implement solutions • Perform re-test after completion of corrective actions • Ensure relevant training materials and operating manuals are updated Others • Provide ongoing SME guidance to support the production teams • Deliver policy trainings and refreshers, as required • Provide support for urgent requests, assist the team in completing ad-hoc projects • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations Leadership & Teamwork • Guide, mentor and manage the QA team, fostering skill development and ensuring performance aligns with quality goals • Ability to provide technical leadership, at the same time advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent

1.新产品开发导入流程标准化与闭环监控： 梳理新产品开发及导入过程的内部流程，建立标准并推动落地执行与闭环监控； 2.量产质量管理要求标准化传递： 识别新产品开发及导入过程中的量产质量管理要求，完成标准化并确保无遗漏传递至量产管理； 3.审核与专项要求标准化管理： 建立对外审核checklist、专项checklist、OPL等要求的标准化管理模式，提升审核效率； 4.Backend Review Board管理： 管理Backend PCRB、MRB等Review Board，确保评审流程规范； 5.项目管理与推进： 主导项目管理，推动项目按计划顺利进行； 6.公司Taskforce目标协同： 协同公司Taskforce项目，推动目标达成。