Quality Assurance Analyst - L2

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

Responsibilities

• 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.