Quality Assurance Analyst – L2

Role Purpose

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

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Do

• 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 the error trends and for top 2 errors, conduct root cause analysis (RCA)
  • Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.  

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Deliver

No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targetsCompliance % as per audit reports – zero misses2.Process ComplianceCase targets – 2 hours/ week logged to be updated with the process

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