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.
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery Leadership
Audit & training reports, error trends, new process
Agents
Training
Training team for Account
Training content and schedule
RMAC
Risk compliance
DOP Support
Compliance related support as per account SOW
External
Clients
Reports on training and compliance
External Auditors
Audits
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry – Foundation
Process Knowledge – Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client- Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Behavioral Competencies
Project Management Skills
Analytical Skills
Execution Excellence
Passion for results
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Audit
Adherence to the calendar; audit targets
Compliance % as per audit reports – zero misses
2.
Process Compliance
Case targets – 2 hours/ week logged to be updated with the process
Quality