Quality Auditor

The Quality Compliance Analyst monitors process transactions to ensure client standards are met as well as process improvement opportunities identified. The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.

Roles and Responsibilities-

The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.

• Conduct Transaction Monitoring as per guidelines defined in the QSD
• Provide feedback to associates based on monitoring results
• Prepare transaction monitoring reports and ensure timely and accurate reporting •
• Conduct ongoing analysis of quality performance and recommend actions for improvement at associate / process level
• Update Prompt with performance data to ensure timely and accurate reporting of SLAs
• Participate in calibration exercises on a regular basis to ensure consistency in measurement.
• Work closely with Trainer / SME and Operations team to conduct team huddles
• Perform transaction processing as per defined policies and procedures
• Co-ordinate all process improvement initiatives with process Black Belt. Primary Internal Interactions: Trainers / SME • PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP • Ops AM, Lead AMs, Managers.

Technical Skills-

• Basic knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook
• Basic knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills:
• Understanding of QSD (Transaction Monitoring Methodology) Calibration on the audit parameters
• Quality Scores
• Minimum process specific skills defined for the associates in the process.

Soft Skills-

1) Ability to resolve conflicts constructively Functional

2)Demonstrates ability to perform tasks in a timely and accurate manner Leadership

3) Fosters a spirit of collaboration and teamwork General

4) Quantitative and qualitative ability

5) Conformance to policies / compliances with auditing skills and eye for details

6) Ability to coach and give feedback on an ongoing basis.

7) Good written and verbal communication Skills.