Job Description

Job Summary

Experience

3 – 5 years in above domains, Contact Center Quality

BPM service industry experience

Overall, 5 - 8 years’ experience

Core TQ experience with acumen to value add in QA role

Exp in Transformation sphere is preferable

Key Responsibilities

• Transformation – Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible benefits
• Quality Reviews – Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirements
• Root Cause Analysis – Investigate recurring issues, perform detailed RCA and identify – process, system and training gaps
• Coordinate and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandates
• Good analytical skills to drive meaningful conversations using insights from data
• QA / Agent coaching / Training - Strong Communication skills with experience in providing targeted coaching on risk behaviors and adherence
• Working knowledge of DMAIC concepts is desirable – GB Trained

Skill Requirements

• Domain knowledge – Exposure to multiple Industry desired
• Soft skills – Analytical thinking, Effective coaching and feedback skills
• Analytical Skills – Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technology
• Team Management – Managed a team of QAs in previous role
• QA skills – Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clients
• QA Automation – Exp in leading some QA automation / Transformation projects

Other Requirements

Qualifications

Bachelor’s degree/Post Graduate degree, LSS certification (YB or GB trained desired)