Quality Assurance Lead
4 weeks ago
Role Description
The Quality Assurance Lead is responsible for conducting audits to ensure quality compliance within the account. To fulfill this role, the following key responsibilities are expected:
- Conduct audits to ensure quality compliance within the account.
- Prepare findings from the report and share it with the client and the account leadership on a daily, weekly, or monthly basis, as required.
- Conduct weekly analysis to identify error trends and perform root cause analysis (RCA) for the top 2 errors.
- Engage in calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
Key Stakeholders and Interactions
- Internal:
- Delivery Leadership:
- Agents:
- Training Team:
- External:
- Clients:
- External Auditors:
Competency Requirements
- Fundamental Competency:
- Awareness and knowledge of broad economic, demographic, technological, and global trends in the ITES/BPO industry.
- Foundation Process Knowledge:
- Behavioral Competencies:
- Project Management Skills:
- Analytical Skills:
- Execution Excellence:
- Passion for results:
- Stakeholder Management:
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