Gen AI Automation Testing

Job Description

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.

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