Job DescriptionKey Responsibilities: Nn 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 Nnopportunitiesn N Capable to meet ADHOC Client end requirements within specified timeline N Ensure participation inall internal & client call as required N Lead & participate in calibration sessions with Quality/Operations & Client N Team management & staffplanning 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 Nnclosurenn 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 Nnconsistency 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 NKey Skills: Nn 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) N

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