Quality Assurance Analyst - L2

Job Description

Role Purpose

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

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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. 
     

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Deliver

 

No.	Performance Parameter	Measure
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

 

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Qualification /Experience Breakup :

• BPO experience is required in Quality / Process excellence domain in Advertising, Telecom, Banking, Ecommerce platforms, Financial Domain, Digital Marketing Domain.
• Graduate or Post Graduate from any stream
• 2-5 Years experience
• - Knowledge of MS office
  - Excellent Communication and written skills
  - Understanding of Quality 7 Tools
  - Problem solving and analytical skills

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