Quality Assurance Analyst

Role Purpose

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

Do

1. Conduct process quality audits as per plan
   1. Conduct various process audits (1 audit/ agent/ week) as perprocedure and guidelines
   2. For agents identified in the bottom quartile of performance,conduct 3 audits/ agent/ week
   3. Prepare findings from the report and share it with the clientand the account leadership on daily/ weekly/ monthly, as required
   4. Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
   5. Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue to these changes.

Stakeholder Interaction

| | | | | --- | --- | --- | | Stakeholder Type | Stakeholder Identification | Purpose of Interaction | | Internal | Delivery Leadership | Audit & training reports, error trends, new process | | Agents | Training | | Training team for Account | Training content and schedule | | RMAC | Risk compliance | | DOP Support | Compliance related support as per account SOW | | External | Clients | Reports on training and compliance | | External Auditors | Audits |

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Foundation
  • Process Knowledge – Process understanding with a clearunderstanding of process quality parameters as per the skillup training/certification provided by the client– Competent

| | | | --- | --- | | Competency Levels | | Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. | | Competent | Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. | | Expert | Applies the competency in all situations and is serves as a guideto others as well. | | Master | Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization. |

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Passion for results
  • Stakeholder Management

Deliver

| | | | | --- | --- | --- | | No. | Performance Parameter | Measure | | 1. | Audit | Adherence to the calendar; audit targets<br><br>Compliance % as per audit reports – zero misses | | 2. | Process Compliance | Case targets – 2 hours/ week logged to be updated with theprocess |

1. Prepare Daily, weekly Operations report on Metrics such as Chat Volumes, AHT, CSAT etc. and other operational metrics
2. Analyze calls, chat, transactions, reports and check for any deviance, errors etc.
3. Excellent MS Excel/Access skills
4. Good Analytical capability
5. This position provides responsible technical support ensuring quality of care standards by providing assistance, consultation, and making recommendations to management and staff
6. Gather, organize and interpret data to support accountability across human capital strategy, policy and programming to sustain a high-quality, integrated and cross-functional service delivery model.
7. Develop, refine and monitor department performance metrics and utilize wide range of approaches to information-sharing as determined by the audience/stakeholder.

College/Bachelor's Graduate with of any field

2-4 years of which is relevant quality analyst experience

Monitor the schedule's, chat volume, AHT, every parameters to meet the targets of the client, through tools(provided by the clients)

Good knowledge MS Office (primarily excel)

Should knowledge of real-time - Experience with voice and non-voice contact center reporting and metrics.

Good Interpersonal & people management skills with Good problem solving approach.

Good analytical skills for MIS, number crunching & reporting to internal & external customers.

Ability to exercise managerial judgment and perform as a mentor.

Knowledge of Voice reporting systems(BPO industry) will be an added advantage