Quality Assurance Specialist

job description The Centre of Excellence (COE) is the driving force behind SmartPA , where strategy comes to life. As part of this dynamic department, you will act as a Quality Assurance Specialist, responsible for architecting and maintaining high standards of service delivery integrity across all client workflows. This particular role is assigned to one of our dedicated client accounts, meaning you will represent our brand while working very closely with a global tech giant. In this role, you will ensure our processes and outputs meet the highest standards, preventing quality exceptions from moving into the client space. By identifying underlying risks and performing deep-dive root cause analysis, you will leverage Generative AI and LLMs to automatise and scale quality workflows, fostering a culture of ‘Right First-Time’ operational performance. key responsibilities and skills Design and execute audits: Conduct efficient quality reviews on documentation and workflows using SmartPA s best practices, to ensure data integrity and consistency. AI-first quality integration: Develop and refine AI prompts to automatise routine verification tasks, significantly reducing manual verification time while scaling audit frequency. This will be collaborative within the Quality Assurance team, and alongside the Automations team for more technical needs. Root cause prevention: Identify the Root Cause Analysis (RCA) for any recurring process failures, detecting the point of failure and collaborating with process owners to ensure preventative measures can be implemented. Framework and checklist development: Build and iterate on digital checklists, quality frameworks and "Golden Standard" templates to guide the delivery team. Stakeholder collaboration: Work closely with the Quality Assurance team, to align on quality strategies, provide performance data and improve overall account health. Support and development: Support team members through constructive feedback, best-practice shari