Transaction Quality Assurance Analyst

Job Description for TQA (Grade 6)\n\nEssential Requirements \n\n * Undergraduate degree and 3 to 5 years work experience in Call center quality assurance activities\n * Has the ability to carry out root cause analysis and provide inputs for process improvement\n * Knowledge of Quality Tools \u0026 Techniques\n * Has Required knowledge of a domain to drive process improvement initiatives\n * Good team player with ability to build rapport with the delivery stakeholders and work along with delivery team\n * Good communication skills\n\n\n\nDesirable Requirements \n\n * Experience in performing call center audits and detection of errors\n * Knowledge of Lean Six Sigma methodology\n * Good knowledge in preparing power point presentations\n\n\n\nKey Responsibilities \n\n * Perform root cause analysis and provide inputs for process improvements\n * Collect data/information and perform data analysis needed for the improvement initiatives, from different sources including call center tools\n * Facilitate process improvement meetings with stakeholders to develop Corrective action plans\n * Create \u0026 Maintain QMS process documents for specific processes\n * Identify opportunity for improvement in effectiveness and efficiency of the processes\n * Create story boards for process improvement initiatives\n\n\n