Quality Assurance Analyst L3

About the role

The purpose of this role is to conduct audits to ensure quality compliance within the account. For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week Compliance % as per audit reports zero misses Case targets 2 hours/ week logged to be updated with the process

What you'll do

• Conduct process quality audits as per plan
• Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
• 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 the error trends and for top 2 errors, conduct root cause analysis (RCA)

What you need

• 3–5 yrs of experience
• Root cause analysis
• Any graduate