Job Description
Key Responsibilities:
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- Meeting & exceeding defined KPIsn
- GB or YB Trained/certified candidate will be preferredn
- Should be able to create a robust governance model to ensure compliance on QA KRAsn
- Using smart logic in sampling for audit planning & ensure complete audit coveragen
- Support peers & focus on QA metrics and operational processes that drive KPI resultsn
- Highlight bottom quartile performers & QA outlier managementn
- Coordinate with training and Operations to identify systemic quality-improvementn

nopportunities
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- Capable to meet ADHOC Client end requirements within specified timelinen
- Ensure participation in all internal & client call as requiredn
- Lead & participate in calibration sessions with Quality/Operations & Clientn
- Team management & staff planningn
- Coach analyst based on evaluation trendsn
- Conduct performance reviews and team meetingsn
- Report results of evaluations to all stakeholders on weekly & monthly basisn
- Analysis on contact driver and highlight different level trendsn




- Use trends to identify training needs and developing action plans & tracking daily feedbackn

nclosure
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- Prepare Weekly, Monthly & Quarterly reviewsn
- Assures effective process and policy mechanisms are in placen
- Weekly QA Spot-check Reportingn
- To oversee risk management activities across the Programn
- Initiate metric improvement activities/projectsn
- Should have ability to interpret the data and come up RCA's and action plan to ensuren

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
nKey Skills:
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- n
- Ability to motivate and inspire new & existing Teammates.n
- Skills for planning, assigning work & grievance handlingn
- Must have a strong eye for detail and a t

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