Quality Assurance Analyst

Role PurposeThe purpose of this role is to conduct audits to ensure quality compliance within the account.Responsibilities:Conduct process quality audits as per planConduct various process audits (1 audit / agent / week) as per procedure and guidelinesFor agents identified in the bottom quartile of performance, conduct 3 audits / agent / weekPrepare findings from the report and share it with the client and the account leadership on daily / weekly / monthly, as requiredConduct 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#J-18808-Ljbffr