Quality - Lead Associate

Job Description

• Complete Daily Quality checks as per the process requirement
• Provides on time Feedback to the agents for the errors identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete the WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report within the defined timeline
• Attend all the development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team

Qualifications

• Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality
• Analytical skills and time management
• Excellent Communication skills – verbal and written
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• Eye for Detail
• Experience in Quality Auditing Role
• Good command over MS Office
• Good Excel Knowledge
• Amenable to work in a shifting schedule. Open to work 100% onsite. Willing to be assign in Megaworld or Pavia site.