Ability to process live tasks to stay updated on the product (minimum 20% task contribution).

- Strong understanding of product updates, error patterns, and quality trends.
- Capability to identify skill gaps and training needs, especially for Outliers.
- Analytical skills to review quality data, identify error trends, and derive insights.
- Knowledge of quality frameworks, error RCA methodology, and corrective/preventive actions.
- Ability to understand new workflows/projects and interpret requirements from Product or Client teams.
- Awareness of internal quality parameters for conducting audits and re-audits.
- Capability to collaborate cross-functionally (Product team, Client, Team Leaders, Project Managers).
- Understanding of task dispute processes and quality escalation mechanisms.
- Ability to track, analyze, and report quality metrics to stakeholders.
- Set up and facilitate sessions/topics on product updates, errors, and quality trends.
- Conduct shadow sessions on live tasks and provide floor support; run at least one calibration session daily.
- Conduct refresher trainings and upskilling programs based on identified re-training needs.




- Implement and drive best practices across the team.
- Prepare, update, and review training materials and SOPs.
- Review monthly quality error trends and design Product Knowledge Tests.
- Perform RCA on external feedback and implement corrective/preventive actions.
- Collaborate with Product teams to understand new workflows and cascade updates to processing teams.
- Create step sheets, workflow diagrams, and design checklists for current workflows.
- Conduct random quality checks and re-audits as per defined internal quality parameters (2%).
- Partner with Clients to create short training videos for high-error-prone fields or concepts.
- Manage and resolve quality-related task disputes.
- Gather, track, analyze, and report quality metrics to all stakeholders.
- Conduct QSEN calibration with Team Leaders/Project Managers to identify performance trends and volume patterns.

Location

- Kolkata

Job Function

- BUSINESS PROCESS SERVICES

Role

- Executive

Job Id

- 406997

Desired Skills

- Data Quality management

Qualifications : BACHELOR OF COMMERCE

📌 Sme/finance Domain Expert (Kolkata)
🏢 Tata Consultancy Services
📍 Kolkata