Quality Control Specialist

Overview

170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

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 of improvement within customer service processes, analyses 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.
• Analyse 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 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.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.