Quality Assurance Specialist

As the Quality Assurance Specialist, your primary responsibility is to ensure that coaching, training, and Quality Audits are completed successfully. This means that you are accountable for establishing and managing relationships between the key internal customers, stakeholders and maintaining quality scores.Your role is also responsible for promoting a team-oriented environment through continuous improvement and cross-functional support.

Roles and Responsibilities:

• Act as the quality POC for the pod supporting. This includes (but not limited to) provide assistance on quality framework queries from the agents, complete audit deliverables on time, present and participate in business reviews as needed
• Perform quality audit on samples and record the results
• Maintain focus on data integrity and producing work of the highest quality aligned with the quality framework
• Contribute and ensure alignment during calibration sessions with the operations team, and stakeholder QA reviewers. QA must also be able to identify steps to ensure consistent alignment scores
• Should prepare RCA (Root cause analysis) for errors received and discuss them with team lead/manager
• Able to handle stakeholder/customer queries and explain them effectively to team members and clarify their doubts
• Share and implement process improvement ideas – drive to completion
• Effectively communicate the progress of work with relevant stakeholders on periodic basis using simple, clear and concise language
• Provide decision enabling insights, along with data
• Implement quality management best practices to improve the overall quality of the reporting
• Deep dive and analyze to find trends and root causes of errors to give feedback on agent performance

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience
• Should be extremely thorough and detail oriented when providing feedback and opportunities as aligned with the quality framework.
• Skilled in Google Suite
• Excellent communication skills (both written and oral) and stakeholder management at multiple levels
• Demonstrates strong critical thinking skills and creative problem-solving approach
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate
• Must have teamwork skills and ability to work with minor supervision.

Preferred Qualifications

• Prolific knowledge of gSuite products (Google Sheets, Google Docs etc), with solid computer skills.
• Demonstrates critical problem solving and cross functional collaboration abilities
• Demonstrated initiative to coach and mentor peers and thrive in ambiguity; action oriented and solution driven
• Six Sigma Yellow Belt training