Job Description
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.
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Deliver
No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets
Compliance % as per audit reports â€" zero misses2.Process ComplianceCase targets â€" 2 hours/ week logged to be updated with the process
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