Job overview
Complete role details
Location
Mumbai
Employment type
Other
Workplace
Onsite
Seniority
Individual Contributor
Education
Bachelor's degree
Role details
Job description
Job Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
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Do
- Conduct process quality audits as per plan
- Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
- For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
- Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
- Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
- Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
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Deliver
| No. | Performance Parameter | Measure |
| 1. | Audit | Adherence to the calendar; audit targets Compliance % as per audit reports ÃÂâÃÂÃÂÃÂàzero misses |
| 2. | Process Compliance | Case targets ÃÂâÃÂÃÂÃÂà2 hours/ week logged to be updated with the process |