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Location

Hyderabad | India

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Job description

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

Do

1. Conduct process quality audits as per plan
   1. Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
   2. For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
   3. Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
   4. Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
   5. Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Stakeholder Interaction

Stakeholder Type	Stakeholder Identification	Purpose of Interaction
Internal	Delivery Leadership	Audit & training reports, error trends, new process
Agents	Training
Training team for Account	Training content and schedule
RMAC	Risk compliance
DOP Support	Compliance related support as per account SOW
External	Clients	Reports on training and compliance
External Auditors	Audits

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry – Foundation
  • Process Knowledge – Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client– Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Passion for results
  • Stakeholder Management

Deliver

No.	Performance Parameter	Measure
1.	Audit	Adherence to the calendar; audit targets Compliance % as per audit reports – zero misses
2.	Process Compliance	Case targets – 2 hours/ week logged to be updated with the process

Customer Service(Product&Service)

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Job tags

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Salary