Job Description
Roles and Responsibilities:
- Manage a team of 10-12 quality assurance associates and assistant managers
- Develop and implement effective quality assurance framework
- Define sampling strategy and develop quality standard document for each process
- Ensure audit targets are completed for all processes as per the defined sample size
- Ensure error notifications are sent to the stakeholders in a timely manner
- Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner
- Ensure coaching and feedback is provided to all agents
- Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors
- Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations...