Job Description
Key Responsibilities:
· Meeting & exceeding defined KPIs
· GB or YB Trained/certified candidate will be preferred
· Should be able to create a strong governance model to ensure compliance on QA KRAs
· Using smart logic in sampling for audit planning & ensure complete audit coverage
· Support peers & focus on QA metrics and operational processes that drive KPI results
· Highlight bottom quartile performers & QA outlier management
· Coordinate with training and Operations to identify systemic quality-improvement
opportunities
· Capable to meet ADHOC Client end requirements within specified timeline
· Ensure participation in all internal & client call as required
· Lead & participate in calibration sessions with Quality/Operations & Client
· Team management & staff planning
· Coach analyst based on evaluation trends
· Conduct performance reviews and team meetings
· Report results of evaluations to all stakeholders on weekly & monthly basis
· Analysis on contact driver and highlight different level trends
· Use trends to identify training needs and developing action plans & tracking daily feedback
closure
· Prepare Weekly, Monthly & Quarterly reviews
· Assures effective process and policy mechanisms are in place
· Weekly QA Spot-check Reporting
· To oversee risk management activities across the Program
· Initiate metric improvement activities/projects
· Should have ability to interpret the data and come up RCA’s and action plan to ensure
consistency in performance
· Develop Improvement plan in liaison with other department(s) & monitor efficacy on
weekly and monthly basis
· Work on Customer Experience analysis and identify causal factors which are impacting CX
and share recommendations
Key Skills:
· Ability to motivate and inspire new & existing Teammates.
· Skills for planning, assigning work & grievance handling
· Must have a strong eye for detail and a thorough understanding of client expectations
· Must display positive energy, service-oriented attitude towards all teammates.
· Strong managerial, organizational, prioritization and leadership skills
· Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)