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. 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 Assurance