Quality Associate

About the Role

The Associate- Quality Analyst is responsible for reviewing customer interactions and transactions to ensure accuracy, compliance, and customer experience excellence within the Energy process. The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations.

Key Responsibilities

• Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly voice.
• Ensure all audits are completed within defined timelines and sampling requirements.
• Assess transactions against quality parameters such as accuracy, communication, process adherence, and compliance.
• Identify opportunities, provide detailed coaching points, and document constructive feedback.
• Highlight coaching opportunities and support clients with quality input.
• Maintain accurate and up-to-date QA records in designated tools or trackers.
• Participate in calibration sessions to maintain alignment on audit standards.
• Report daily and weekly QA performance and highlight recurring error trends.
• Ensure high accuracy and low variance (5%) in audit results compared to client validations.
• Uphold confidentiality and compliance with client and organizational guidelines.

Requirements & Tech Stack

• Proficient in Excel and audit documentation.
• Good typing speed.
• Language B2.
• Awareness of AI tools (Desired).

Qualifications

• Graduate in any discipline (BE/BTech not applicable).
• Strong attention to detail and ability to identify process deviations.
• Strong written and verbal communication.
• Ability to follow audit guidelines and deliver consistent results.
• Strong sense of accountability and ownership for assigned audits.