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 |