QUALITY ASSURANCE ANALYST L2

Job Description

Role Purpose

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

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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.

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Deliver

No.
Performance Parameter
Measure

Audit
Adherence to the calendar; audit targets

Compliance % as per audit reports – zero misses

Process Compliance
Case targets – 2 hours/ week logged to be updated with the process

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