Gurugram, Haryana

Job Summary

Experience

3 – 5 years in above domains, Contact Center Quality

BPM service industry experience

Overall, 5 - 8 years’ experience

Core TQ experience with acumen to value add in QA role

Exp in Transformation sphere is preferable

Key Responsibilities

Transformation – Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible advantages

Quality Reviews – Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirements

Root Cause Analysis – Investigate recurring issues, perform detailed RCA and identify – process, system and training gaps

Coordinate and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandates

Valuable analytical skills to drive meaningful conversations using insights from data

QA / Agent coaching / Training - Robust Communication skills with experience in providing targeted coaching on risk behaviors and adherence





Working knowledge of DMAIC concepts is desirable – GB Trained

Skill Requirements

Domain knowledge – Exposure to multiple Industry desired

Soft skills – Analytical thinking, Effective coaching and feedback skills

Analytical Skills – Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technology

Team Management – Managed a team of QAs in previous role

QA skills – Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clients

QA Automation – Exp in leading some QA automation / Transformation projects

Other Requirements

Qualifications

Bachelor’s degree/Post Graduate degree, LSS certification (YB or GB trained desired)
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📌 Senior Development Lead Advanced Rpa Gurugram (India)
🏢 HCLTech
📍 India