Quality Assurance Specialist

2 weeks ago

Gurugram Mumbai, India ACME SERVICES PRIVATE LIMITED Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Communication

  • Assist in locating contacts for internal and external client calibration sessions
  • Supporting Team Leaders in setting improvement programs and action plans for CSRs
  • Reporting on completed projects and/or reviews (upon requests)
  • Escalating quality deficiencies to TQM
  • Attending internal local meeting (staff or other departments)
  • Being a campaign expert for all campaigns in assigned site
  • Gathering up-to-date information and integrating feedback into the best practices
  • Handle internal and client complaint/escalations

Knowledge Management

  • Informing Training, CS, and OPS of any gaps in contact handling or online guides.
  • Ensuring the PS-QAS team is well informed with all required campaign information
  • Participating to creation of new procedures, routines etc...
  • Providing feedback to stakeholders on any new projects or test programs
  • Analysing the usage of Knowledge Management database and taking actions accordingly.

Training

  • Providing recommendation to assist in creating new training programsDelivering client specific quality training as required to all stakeholdersParticipating to the analysis of the product test results.
  • Identifying and reporting any training needs to maintain quality levelContinuously reviewing procedures and implementing improvements with feedback to TQMGovernance. Smooth transition to quality improvement.
  • Prepare and submit weekly/monthly test questions and recommendations for ETA.
  • Discuss QA Process and identifiers to Abay agents.

Quality

  • Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals,
  • monitoring transactions and analysing transaction monitoring results.
  • Ensuring through follow-up that action plan objectives have been met, feedback quality andperformances results, coaching, follow up and consequence (PDP,action plan).
  • Using the Group Report, if needed, as an extended means to review performance of theteam/agents.
  • Understanding and supporting clients and company needs and requirements for QualityImprovement.
  • Attending specific product meetings with clients as required, or any other external local meeting(e.g. overflow).
  • Using Quality Centre (scoring sheet, volume, report etc...).

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