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)