Specialist - Quality

Responsibilities:

• Auditing for Onshore and BSO teams.
• Will do audits as per the weekly-monthly audit plan and do PKTs of the team members Participate in process & training calls as required Reports sharing to communicate performance effectively and timely with Ops and QA team .
• Will be actively involved in creating audit & sample plan, feedback sharing & training the team members weekly, based on the themes identified.
• QA will be involved in weekly or biweekly calibration calls Will be actively involved in managing escalations received externally and internally
• Work closely with the Ops supervisors and quality team to develop agent & team level action plans for Quality improvement.
• May have to work long shifts whenever needed and to effectively handle challenging situations.
• Perform all other assigned tasks and responsibilities as assigned.

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