Quality Assurance Auditor

2 weeks ago

Mumbai Metropolitan Region, India Elevate K-12 Full time

We are currently looking for a Quality Assurance Auditor who can be a part of our Operations team with proven experience and knowledge in US Operations. This person should be comfortable with working in a fast-paced, rapid growth environment and show great initiative and ownership for taking on new roles and responsibilities.

Job Responsibilities :

  1. BPO experience is mandatory.
  2. To barge and rate live sessions in terms of QA parameters.
  3. To document feedback on the recorded sessions which are audited.
  4. Every QAA should be able to complete between 100- 120 observations in a month to meet the service requirements.
  5. Should be able to identify gaps and provide inputs to improve performance.
  6. Meet Daily/Weekly/Monthly Assigned Number of Evaluations.
  7. Provide regular feedback based on the performance with special emphasis on outliers.
  8. Would be required to publish reports of quality daily/weekly based on quality checks /Quality Plan.
  9. Must be able to do critical analysis for external errors and plan improvements for the process.
  10. Be familiar with the implementation and effective usage of different QC Tools, best practices, and procedures.
  11. Hands on experience in MS-Office- preferably in MS-Excel, Word, and Power Point.
  12. Must be proficient in English language and good verbal and written communication skills.

Skills and Competency :

  1. Any Graduate/Postgraduate
  2. Between 1 year to 3 years’ experience from BPO background
  3. Minimum 1 Year of extensive experience in Quality Auditing/Quality Analyst
  4. Willingness to work in night shifts.
  5. Willingness to travel to office on a daily basis.
  6. Should have experience in call audits, documentation, feedback & reporting.
  7. Excellent English communication skills - both written and verbal.
  8. Strong computer skills and knowledge of QA databases and applications.
  9. Strong analytical and problem-solving skills.
  10. Meticulous attention to detail.
  11. Should be able to multitask.
  12. Ability to learn things quickly.
  13. Understanding of the quality audit process.
  14. Ability to observe, analyze and give constructive feedback.
  15. Should be Aware about 7QC tools.

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