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