QUALITY ASSURANCE ANALYST L2

Role Purpose

• Conduct audits to ensure quality compliance within the account.

Key Responsibilities

• Conduct process quality audits as per plan.
• Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines.
• For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week.
• Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required.
• Conduct weekly analysis to identify error trends.
• For top 2 errors, conduct root cause analysis (RCA).
• Conduct calibration communication to communicate any changes from the client.
• Conduct refresher trainings to bridge any skill gap due to these changes.

Performance Parameters

• Audit Adherence: Compliance % as per audit reports, zero misses.
• Process Compliance: Case targets, 2 hours/ week logged to be updated with the process.

Requirements & Tech Stack

• Quality (Ops)

Qualifications

• Experience: 1-3 Years