Quality Assurance Analyst

Role Purpose

The purpose of this role is to conduct audits to ensure qualitycompliance within the account.

Do

Conduct process quality audits as per plan

Conduct various process audits (1 audit/ agent/ week) as perprocedure 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 clientand the account leadership on daily/ weekly/ monthly, as required
Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue to these changes.

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Delivery Leadership

Audit & training reports, error trends, new process

Agents

Training

Training team for Account

Training content and schedule

RMAC

Risk compliance

DOP Support

Compliance related support as per account SOW

External

Clients

Reports on training and compliance

External Auditors

Audits

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

Domain/Industry Knowledge Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry Foundation
Process Knowledge Process understanding with a clearunderstanding of process quality parameters as per the skillup training/certification provided by the client Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

Applies the competency in all situations and is serves as a guideto others as well.

Master

Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.