Senior Associate - Quality

As a Quality Assurance (QA) Specialist, your primary responsibilities will include monitoring the call attended ratio of individual team members and the overall Country Team. This involves calculating the ratio of calls attended to calls received and keeping track of performance metrics. You will also be responsible for monitoring the turnaround time and pendency of applications with the Knowledge Center (KC), and promptly notifying management of any status updates. Conducting knowledge tests for employees at predefined frequencies and updating the knowledge database with the help of department managers will be a key aspect of your role. Ensuring that test parameters are closely monitored and promptly reporting any deviations to management is crucial. Additionally, providing training to team members on software applications used for conducting tests will be part of your responsibilities. You will be tasked with monitoring the frequency and content of promotional emails, and preparing Management Information System (MIS) reports. The ideal candidate for this role should be a graduate with a minimum of 4 years" experience in Quality Assurance and monitoring various processes. Strong written and verbal communication skills are essential, along with proficiency in MS Excel for data retrieval and assessment. The ability to work on multiple tasks simultaneously with attention to detail is key to succeeding in this role.,