Job Openings Process Specialist

About the job Process Specialist

The role of a Quality Analyst is extremely challenging and requires the associate to take complete responsibility for training/ auditing a group of close to 20+ agents. The QA should be able to handle quality audits and build controls at various stages of quality audit life cycle. QA will also be responsible for coming up with a help tool which can help reviewers find as a reference point in the review process.

● Meet the Quality audit sampling & ensure the Quality targets are met.

● Responsible for auditing reviews and sharing insights to identify knowledge gaps and training opportunities.

● Coach & feedback team members based on the audit findings, their performance, and compliances.

● Responsible for driving new instructions/ updates received from the clients across teams.

● To side barge and observe reviewers working on reviews across all queues.

● To provide inputs/insights for process improvements.

● Provide floor support.

● Attend internal & external Calibrations sessions.

● Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders.

● Assist on Training need analysis.

● Assist the TL/TM on bottom quartile management activities.

● Ensure on meeting daily KPIs.

● Accountable for the success and quality of the process.

● Help improve the defined processes as we create more automation and gather information.

● Ability to learn to work with customer internal tools.

● Timely reporting and analytics on the quality performance of the team.

● QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines.