Quality Assurance Analyst

Job Description

Role Purpose

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

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Essential skills:

• College Graduate (bachelors degree) / 2nd year College undergraduate

• 2 to 4 Years of banking contact Center experience

• 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

• Exposure to UK Banking / other vertical Collections

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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 updation 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 ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management