Sr. Executive QA

You should have 2-3 years of experience in Quality Assurance (QA) with a reputed BPO company. As a Sr. Executive Quality, you will be responsible for monitoring call quality, audits, and transactional quality analysis. You will need to identify gaps and process inefficiencies to enhance customer experience and operational performance. Conducting Root Cause Analysis (RCA) on recurring issues and recommending corrective measures will be a key part of your role. Your responsibilities will also include ensuring adherence to SLAs, KPIs, and quality benchmarks within the BPO process. You will need to conduct process audits and ensure compliance with organizational and client standards. Working on calibrations with operations and clients to maintain accuracy in quality measurement will be crucial. Stakeholder management and training will be another aspect of your role. You will collaborate with operations managers, trainers, and leadership teams to drive quality improvements. Developing and implementing training programs for agents to improve service delivery and reduce errors will be part of your responsibilities. Providing quality feedback and coaching sessions to ensure continuous employee development is essential. Data analysis and reporting will also be a significant part of your role. You will be generating and analyzing quality reports, dashboards, and trend analysis. Providing actionable insights based on data interpretation to drive business decisions and presenting findings and recommendations to management for process enhancement will be required. Preferred skills and additional advantages include Six Sigma certifications, hands-on experience in quality control tools, call calibration, and transaction monitoring. Experience working with BPO processes such as Voice/Non-Voice, Inbound/Outbound, Chat, or Email Support will be beneficial. Strong presentation and MS Excel/MS PowerPoint skills for reporting are also preferred. This is a full-time, permanent position with day shift schedule. A graduate degree is required, and postgraduate qualifications are preferred. Certifications in Yellow Belt, Six Sigma, and Quality Control Tools are also preferred for this role. Strong analytical, problem-solving, and communication skills are essential, along with expertise in stakeholder relationship management, reporting, process audits, and compliance monitoring.,