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


• 2 to 4 Years of banking contact Center experince


• 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

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