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.
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Delivery Leadership | Audit & training reports, error trends, new process |
| Agents | Training | |
| Training team for Account | Training content and schedule | |
| RMAC | Risk compliance | |
| DOP Support | Compliance related support as per account SOW | |
| External | Clients | Reports on training and compliance |
| External Auditors | Audits |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Foundation
- Process Knowledge - Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client- Competent
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
| Expert | Applies the competency in all situations and is serves as a guide to others as well. |
| Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |
- Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Passion for results
- Stakeholder Management
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 |
Quality (Ops)