Quality Assurance Senior Specialist
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Key skills for this role
About the Role
KEY ACCOUNTABILITIES AND ACTIVITIES Quality Assurance Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes. Contribu.
Key Skills for This Role
Responsibilities
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of Quality processes
- Contribute to timely and accurate preparation of reports related to quality assurance and performance metrics
- Monitor and evaluate agent performance on voice and non voice transactions using quality monitoring system
- Analyze performance failures and potential risks, setting action plans and preventive measures
- Communicate analysis results effectively to management and stakeholders
- Assess quality variations based on performance metrics and document quality related issues
- Design, develop, and update score sheets for new and existing projects
- Ensure adherence to SOPs for new and transferred agents
- Conduct coaching/refreshing sessions to existing agents
- Conduct calibration sessions with in house and BPO monitors
Requirements
- Experience in quality assurance and performance monitoring
- Ability to analyze performance data and prepare reports
- Experience conducting coaching and calibration sessions
Full Job Posting
Key Accountabilities and Activities
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.
- Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics.
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system.
- Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis.
- Communicate analysis results effectively to management and stakeholders.
- Assess quality variations based on performance metrics and document quality related issues.
- Design, develop, and update score sheets for new and existing projects.
- Ensure adherence to SOPs for both new and transferred agents.
- Ensure all data entered into the system is accurate, correct, and up to date.
- Monitor and verify that quality benchmarks are consistently met on both individual and program levels.
- Conduct coaching / refreshing sessions to existing agents.
- Conduct calibration sessions with all in house and BPO monitors.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work.
- Contribute to the identification of opportunities for continuous improvement.
- Uphold a high performance working environment and promote HS's Values.
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