Quality Assurance

Job Roles

• Knowledge Management
• Evaluate calls and provide feedback to a team of approximately 25-35 Customer Service Executives.
• Cascade the procedural changes, and compliance updates received from the Compliance Team, Clients and other sources (after validation).
• Collaborate with respective Operations stakeholders to create plans of action for bottom performers.
• TNA (Training need analysis) – Analyze the call monitoring data to determine the areas of opportunities.
• TNI – Identify the training needs based on the TNA.
• Identify the bottom performers, and discover the root causes AOIs.
• Propose preventive and corrective actions to the stake holders, get a buy-in and execute collaboratively to impact the performance positively.
• Organize and facilitate call listening sessions.
• Conduct daily/weekly briefing.
• Conduct trainings for on-floor agents to improve productivity.
• Investigate internal and external complaints.
• Participate in design of call monitoring formats and quality standards.
• Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios. Conduct special / critical audits besides the regular call monitoring – Payment calls, specific dispositions, credits, etc.
• Builds world-class, development teams through clear expectations and objectives management, career development, and smart recruiting.
• Actively participates in the continuous improvement of software development process.
• Performs root-cause analysis, identifies problem areas, and makes recommendations for improvement.