
Quality Assurance Analyst
1 week ago
Role Purpose
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 the 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
- Mid-Senior level
- Full-time
- IT Services and IT Consulting and Travel Arrangements
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