Key Responsibilities:

n

n· Meeting & exceeding defined KPIs

n· GB or YB Trained/certified candidate will be preferred

n· Should be able to create a strong governance model to ensure compliance on QA KRAs

n· Using smart logic in sampling for audit planning & ensure complete audit coverage

n· Support peers & focus on QA metrics and operational processes that drive KPI results

n· Highlight bottom quartile performers & QA outlier management

n· Coordinate with training and Operations to identify systemic quality-improvement

nopportunities

n· Capable to meet ADHOC Client end requirements within specified timeline

n· Ensure participation in all internal & client call as required

n· Lead & participate in calibration sessions with Quality/Operations & Client

n· Team management & staff planning

n· Coach analyst based on evaluation trends

n· Conduct performance reviews and team meetings

n· Report results of evaluations to all stakeholders on weekly & monthly basis

n· Analysis on contact driver and highlight different level trends

n· Use trends to identify training needs and developing action plans & tracking daily feedback

nclosure

n· Prepare Weekly, Monthly & Quarterly reviews





n· Assures effective process and policy mechanisms are in place

n· Weekly QA Spot-check Reporting

n· To oversee risk management activities across the Program

n· Initiate metric improvement activities/projects

n· Should have ability to interpret the data and come up RCA’s and action plan to ensure

nconsistency in performance

n· Develop Improvement plan in liaison with other department(s) & monitor efficacy on

nweekly and monthly basis

n· Work on Customer Experience analysis and identify causal factors which are impacting CX

nand share recommendations

n

nKey Skills:

n· Ability to motivate and inspire new & existing Teammates.

n· Skills for planning, assigning work & grievance handling

n· Must have a solid eye for detail and a thorough understanding of client expectations

n· Must display positive energy, service-oriented attitude towards all teammates.

n· Strong managerial, organizational, prioritization and leadership skills

n· Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)

📌 Assistant Quality Assurance Manager (Jaipur)
🏢 TP
📍 Jaipur