Quality Control Specialist

The Quality Control Specialist will ensure the highest standards of quality in processes and outputs within the Global Customer Service operations. This role identifies areas for improvement within customer service processes, analyzes key metrics to identify trends, ensures regulatory compliance, and partners with cross-functional stakeholders regarding quality initiatives.

Responsibilities:

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Monitor and evaluate customer service interactions to ensure compliance with the client's quality standards and guidelines.
• Identify areas for improvement in customer service processes and work collaboratively with teams to implement enhancements.
• Analyze quality metrics and performance data to identify trends, issues, and opportunities for improvement.
• Provide feedback and training to Customer Service Associates to enhance performance and adherence to quality standards.
• Prepare detailed reports on quality findings and present to management while offering insights and recommendations.
• Ensure all customer service activities comply with company policies, procedures, and regulatory requirements.
• Work closely with cross-functional teams to align quality initiatives with broader business goals.
• Maintain high standards of customer service within the APAC team by ensuring consistent delivery of excellent customer experiences through effective quality control measures.
• All other duties, as assigned.

Qualifications:

• Bachelor's degree or equivalent experience in a related field with previous service in quality control or assurance roles, preferably within a customer service environment and experience managing security systems, risk assessments, incident management, and regulatory compliance.
• Previous APAC region and/or global customer service work environment knowledge, preferred.
• Knowledge of corporate security systems and processes.
• Able to apply quality assurance tools and methodologies to ensure the safety, security, and efficiency of our physical security operations.
• Client orientated and results driven.
• Attentive to detail and accuracy.
• Computer skills: Microsoft Office, Lenel, Tableau, security-focused PSIMs, and industry standard technical applications.

Working Conditions:

• With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions.
• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting.
• Travel, as required.