QUALITY ASSURANCE ANALYST L2

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

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

Mandatory Skills: Quality (Ops).

Experience: 1-3 Years.

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