Quality Assurance Analyst

Role Purpose

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

Responsibilities:

• Audit the number of cases / calls as mandated by the client and track performance.
• Review calls/completed cases for adherence to internal/regulatory guidelines.
• Record feedback on Agents & his/her areas of improvements.
• Bring in necessary changes to the process and constant updating of core process.
• Attend calibrations sessions both internal and with the clients.
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends. Identify and support other opportunities for quality improvement across the team. Develop materials and process documentation to support training as and when required.
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level.
• Sharing feedback and briefings to associates to improve their quality.
• Coordinating and facilitate calibrations.
• Able to identify the Root cause and share observations with Operations.
• Should have knowledge on 7 QC tools.
• Must have a good knowledge on Excel TNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management.

Qualifications:

• Min 2-3 years of experience as QA in contact center/BPO.
• 2 to 4 Years of customer service experience, preferred banking operations experience.
• Undergrad / bachelor's degree.
• Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent Communication & feedback/ coaching Skills
• Proficient at MS office Applications like PowerPoint, Excel etc.
• Willingness to work in shifts Excellent oral and written communication and listening skills