Role Purpose

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

Do

Conduct process quality audits as per plan

Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines

For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week

Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required

Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)

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)