Job Description
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Conduct quality audits to ensure compliance with Client’s process standards and SLAs
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Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs
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Review and provide feedback on new processes/SOPs when shared. Feedback should be provided within 24 hours of receipt
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Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference
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Participate in client calls to share trends, wins, risks and escalations
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Attend team huddles to gain insight into updates and support questions as needed
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Offer ongoing coaching and feedback to help cap dev colleagues improve their skills and knowledge and provide assistance with any challenges they may be facing.
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Guarantee adherence to service standards throughout various projects
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Compile and analyse customer feedback and experience surveys.
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Work with the QA team to collect process improvement ideas and initiate implementation of improvement initiatives within the program
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Conduct regular calibration sessions across the team, with clients, training, and operations, and produce comprehensive reports while addressing unacceptable variations.
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Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.
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Utilize QC tools for structured problem-solving and performance improvement
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Conduct Root Cause Analysis (RCA) on recurring quality issues
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Streamline customer journeys by eliminating inefficiencies and optimizing workflows
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Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables
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Act as a key liaison between QA auditor team, training, and all other departments to drive quality and process efficiency
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Ensure timely reporting and resolution of quality issues, proactively addressing client concerns
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Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives
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Provide constructive feedback and coaching to QA auditors, ensuring continuous improvement in service delivery
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Develop and deliver targeted training programs based on quality insights.
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Generate quality reports, dashboards, and insights to drive data-backed decision-making.
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Track the impact of QA initiatives on KPIs (CSAT, Efficiencies, etc.) and share actionable recommendations.
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Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.