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.

• Monitor and verify that quality benchmarks are consistently met on both individual and program levels. 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.