Senior Quality Auditor

Operational 

All actions to be taken based on pre-decided goals to fulfill client requirement 

Key Performance Indicators :  

Monitor agents to identify errors, deviations & initiate corrective measures. 

Provide actionable data to various internal support groups as needed.  

Generate account specific QA reports based upon predefined contractual criteria and provide inputs to  

operations.  

Create & maintain timely & accurate QA database.        

Conduct feedback sessions with Agents.  

Participate in design of call monitoring formats and quality standards.   

Compile and track performance at team and individual level.   

Participate in customer and client listening programs to identify customer needs and expectations.  

Coordinate and facilitate call calibration sessions for call center staff.  

Provide feedback to call center team leaders and managers.  

Prepare and analyze internal and external quality reports for management staff review  

Experience Required: Graduate with 1-2 years of experience in relevant role 

Preferred: Prior experience in a BPO industry  

Know-How 

Critical: Good written and verbal communication skills & team management skills. 

Familiarity with the DMAIC Approach  

Overview of Internal Audit procedure  

Familiarity with COPC compliance requirements  

Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations  

Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy  

and the Information Classification Policy   

Abide and check conformance by team members to the Do’s and Don’ts explained during the security  

briefings / announcements.  

Personal Attributes/Traits 

Collaborative & consultative 

Socially confident 

Achievement oriented 

Creative 

Analytical 

Communicative  

Competencies 

Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities 

Influencing  

Managing Transformation – Ability to work and lead transformations in a dynamic environment 

Fostering partnerships with internal and external stakeholders 

Working across boundaries – collaborative working towards a “One Firstsource” identity 

Decision making and problem-solving skills 

Driving Excellence