Quality Assurance Analyst

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

Do

• Conduct process quality audits as per plan
  • Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
  • For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
  • Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
  • Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
  • Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Deliver

• Performance Parameter
1. Audit
   Adherence to the calendar; audit targets
   Compliance % as per audit reports – zero misses
2. Process Compliance
   Case targets – 2 hours/ week logged to be updated with the process

Mandatory Skills: QAAS(Advisory Services).

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