Kuala Lumpur, Malaysia- DOP- 3066299**_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 mínimal 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 AssuranceWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
