Auditor for Quality Assurance
6 days ago
At Firstsource Ltd, we are seeking a Talent Acquisition Lead to join our Leadership Recruiting team. This role is focused on High-volume Recruiting, and the primary purpose is to identify, analyse and enhance competencies of associates.
About the Role:
This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analysing audit/feedback results and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.
Key Responsibilities:
- Constant analysis of quality metrics at an individual, team and organizational level.
- Provide timely quality follow through in the form of audits, side by sides, kick-start meetings and development sessions.
- Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements.
- Ensure communication with other Quality Analysts exists while passing new information to team members & support the team in developing/maintaining new training material and initiatives geared towards quality improvement.
- Stay abreast of the new trends and tools in employee development.
- Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines and scoring methodologies.
Requirements:
- College degree or relevant experience in education, communication or quality assurance preferred.
- Extensive knowledge in MS Office required.
- Contact Centre knowledge and experience is required.
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