Lead Associate - Transactional Quality

Ø Complete Daily Quality checks as per the process requirement

Ø Provides on time Feedback to the agents for the errors identified

Ø Conduct Customer comeback analysis for all the errors received from the clients

Ø To meet the monthly sampling numbers as per the defined target

Ø Complete the feedback targets as specified in the QSDØ Contribute brainwave ideas to improve the process

Ø Complete the WB Role Roadmap within the stipulated time

Ø Prepare all team and client related reports for Quality

Ø Complete RCA for all the errors identified

Ø Ensure the QA process adheres to ISO guidelines

Ø Identify the improvement areas for staff and share it with the AM- Quality

Ø Communication with clients on a periodic basis

Ø Complete the Calibration exercise on a periodic basis as defined

Ø Create Error analysis/RCA Report within the defined timeline

Ø Attend all the development and quality trainings that are identified for a QA

Ø Help operations in identifying the training needs for the ops associates

Ø Drive projects and be part of the projects that are identified in the team Skills required

: Ø Analytical skills and time management

Ø Excellent Communication skills

– verbal and written

Ø Coaching and Feedback

Ø Conflict Management

Ø Interpersonal skills and people skillsØ Eye for Detail Experience (if any) : Ø Minimum 2 years of experience in auditor role Educational Qualification : Ø GraduateØ Good command over MS OfficeØ Good Excel Knowledge

Qualifications

Bachelor’s Degree