Identify and implement quality assurance standards, evaluate adequacy of quality assurance and standards (Too Generic)
Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers performance (script, data, process consistency, product knowledge and behavior ) for all transactions to ensure quality of service.
Conduct all verification's processes (Calibrations, Quizzes, tests or certifications & quality induction).
Ensure the accuracy and consistency of all knowledge related briefings and refreshment sessions. (Specialist)
Identify failures and potential failures to recommend action plans/preventive actions and communicates results with the concerned management.
Identify quality variations from metrics and document related to quality issues/cases.
Identify training needs/refreshment sessions to meet quality standards.(Specialist)
Support and advise project’s stakeholders in all issues relating to quality compliance.(Higher Scope).
Recommends reviewing and updating quality policies and procedures and ensuring compliance.(Higher Scope/Processes)
Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.(Specialist)
Handle all reporting related tasks; generate frequently figures reports that reflects the operational performance and consolidate all reports to be used by other concerned parties Ex. Table-F(Reporting /Specialist)
Adhere to all communicated targets, monitoring targets, frequency and schedules.
Minimum 2 Year experience as a Quality Assurance Executive.