Quality Assurance Senior Specialist

Job description

KEY ACCOUNTABILITIES

AND ACTIVITIES Quality Assurance Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes. Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics. Ensure these reports meet the required standards, objectives, and goals. Monitor and evaluate agent performance on both voice and non-voice transactions using a quality monitoring system.

Focus on script adherence, data accuracy, process consistency, and product knowledge. Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis. Communicate analysis results effectively to management and stakeholders. Assess quality variations based on performance metrics and document quality-related issues. Ensure ongoing quality improvement by identifying areas for optimization.

Analyze project quality performance, factoring in agent performance, hours worked, and overall results to minimize performance variations. Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements and actions at both individual and program levels. Ensure adherence to SOPs for both new and transferred agents, including verifying the required sample sizes. Ensure all data entered into the system is accurate, correct, and up to date.

Maintain consistent adherence to defined entry standards. Monitor and verify that quality benchmarks are consistently met on both individual and program levels. Take corrective actions when required. Conduct coaching / refreshing sessions to existing agents to make sure they are on the right track in implementing the SOP’s. Assure that data entered into the system is accurate and follows the defined entry standards. Take corrective actions when required.

Login according to defined hours and follow all login rules to ensure full availability during required periods. Conduct calibration sessions with all in-house and BPO monitors. Governance and Resilience Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.

Uphold a high-performance working environment and promote HS’s Values.

Qualifications

QUALIFICATIONS/REQUIREMENTS Knowledge and Experience 2 – 4 years of relevant experience. Education and Certifications Bachelor’s degree in business, Quality Management, or relevant field is required.