Quality Control Executive
1 month ago
REPORTING RELATIONSHIP
POSITION REPORTS TO: QUALITY TEAM LEAD
DEPARTMENT: OPERATIONS
POSITION LOCATION: VADODARA, INDIA
POSITION SUMMARY
The quality Control Executive oversees all aspects of an organization's quality control function. Ensures process
meets corporate standards of industry/organization, Quality Control Executive develops procedures for testing
of final product and makes decisions regarding the issuance of recall notices. They also monitor the workflow
and performance of employees, addressing concerns and issues should they arise. Moreover, quality control
encourages the employees to reach goals, all while implementing the company's standards and regulations.
JOB RESPONSIBILITIES
• Quality Controls Executive will be responsible for reviewing a sample of cases completed by the
operations team.
• Ensure that feedback is delivered on time and seamless dashboard reporting daily. Collate and
distribute the results from the QC Scores to provide management and external stakeholders
oversight
• Investigate error trends, and discuss with operations to assist in the improvement of quality
rates
• Deliver all error feedback to respective advisors for all the errors reported each day.
• Develop process maps and supporting metrics to quantify operational gaps.
• Work with the Quality team lead/Operations Manager to plan. and provide support to enable
performance improvement for advisors with high defect rates.
• Complete all QC checks for the day as per defined procedures
• Exposure to understanding & prepare high-level dashboards with proficiency in Excel &
PowerPoint
• Proven experience in an operations and or assurance role
KNOWLEDGE, SKILLS, ABILITIES
Technical skills required:
• Should know 7 quality tools
• Effective communication, including questioning skills
• MS Office Applications proficiency (Outlook, Excel, Word & PowerPoint)
• Excellent organizational and planning skills
Behavioral skills required:
• Ability to work independently or as part of a team
• Ability to comprehend a given set of instructions and apply the same for day-to-day transaction processing
• Ability to understand, interpret, and communicate with data
• Time Management
• Decision-Making
• Problem Solving
Experience - Mention number of years of relevant experience absolutely required for this role:
• 1-2 years of experience in outsourcing, customer service industry, corporate, and KPO.
• 1+ years of experience in the field of Quality & Customer Service.
•
Training - Describe various technical training which are critical to perform this role effectively, eg: Excel,
Project Management etc:
• Excel Skills -Pivot, VLOOKUP/Xlookup, Text to Column, Data Validation and segregation, 7 Qc tools, and
presentation skills.
Training - Describe the various soft skills training required to perform this role effectively, eg: Communication
Skills etc.
• Email & Call Etiquette, presentation skills.
Education and Qualifications - Mention minimum education qualification required:
• Graduation (Bachelor) in any discipline stream.
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