Quality Specialist

The QA Specialist is responsible for monitoring Agent customer interactions against client specified policies and procedures as stated in the QA guidelines. Suggest improvements at the agent and project level through evaluations and reports to ensure client standards are maintained and/or exceeded.

Language requirement - English & Marathi or English & Gujrati or English & Malayalam

DUTIES & RESPONSIBILITIES

Routine Activities:

• Determine whether the CMC agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
• Report contact handling performance and statistics through monitoring and test contact evaluation.
• Report contact handling performance and statistics through daily and weekly reports submitted to the Quality Assurance Supervisor.
• Conduct remote monitoring sessions with Client, thus completing performance summaries that will be submitted to the Quality Assurance Supervisor and the Quality Assurance Manager.
• Randomly monitor calls to ensure Client standards are maintained.
• Review evaluations, maintain tape files, and handle general administrative duties.
• Prepare performance evaluations documenting contact-handling procedures.
• Other Duties as assigned.
• Weekly/Monthly calibration with observations and finding the process gap/training gap if any
• Defect analysis on quality audits and plan the training accordingly. Weekly topics to be shared with the Trainer/Team leader to be covered in daily huddles/refresher training.
• Jointly work with Ops for outliers and improvement plans

Other Abilities:

• Strong analytical & problem solving skills.
• Proficiency in MS-office, MS Visio & Minitab.
• Excellent verbal communication & documentation skills in English.
• Excellent presentation skills and eye for details.
• Organized and Methodical.