- Meeting & exceeding defined KPIs
- GB or YB Trained/certified candidate will be preferred
- Should be able to create a solid governance model to ensure compliance on QA KRAs
- Using smart logic in sampling for audit planning & ensure complete audit coverage
- Support peers & focus on QA metrics and operational processes that drive KPI results
- Highlight bottom quartile performers & QA outlier management
- Coordinate with training and Operations to identify systemic quality-improvement
opportunities
- Capable to meet ADHOC Client end requirements within specified timeline
- Ensure participation in all internal & client call as required
- Lead & participate in calibration sessions with Quality/Operations & Client
- Team management & staff planning
- Coach analyst based on evaluation trends
- Conduct performance reviews and team meetings
- Report results of evaluations to all stakeholders on weekly & monthly basis
- Analysis on contact driver and highlight different level trends
- Use trends to identify training needs and developing action plans & tracking daily feedback
closure
- Prepare Weekly, Monthly & Quarterly reviews
- Assures effective process and policy mechanisms are in place
- Weekly QA Spot-check Reporting
- To oversee risk management activities across the Program
- Initiate metric improvement activities/projects
- Should have ability to interpret the data and come up RCA's and action plan to ensure
consistency in performance
· Develop Improvement plan in liaison with other department(s) & monitor efficacy on
weekly and monthly basis
· Work on Customer Experience analysis and identify causal factors which are impacting CX
and share recommendations
Key Skills:
- Ability to motivate and inspire new & existing Teammates.
- Skills for planning, assigning work & grievance handling
- Must have a strong eye for detail and a thorough understanding of client expectations
- Must display positive energy, service-oriented attitude towards all teammates.
- Strong managerial, organizational, prioritization and leadership skills
- Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)