Job Description for TQA (Grade 6) **Essential Requirements** + Undergraduate degree and 3 to 5 years work experience in Call center quality assurance activities + Has the ability to carry out root cause analysis and provide inputs for process improvement + Knowledge of Quality Tools & Techniques + Has Required knowledge of a domain to drive process improvement initiatives + Good team player with ability to build rapport with the delivery stakeholders and work along with delivery team + Good communication skills **Desirable Requirements** + Experience in performing call center audits and detection of errors + Knowledge of Lean Six Sigma methodology + Good knowledge in preparing power point presentations **Key Responsibilities** + Perform root cause analysis and provide inputs for process improvements + Collect data/information and perform data analysis needed for the improvement initiatives, from different sources including call center tools + Facilitate process improvement meetings with stakeholders to develop Corrective action plans + Create & Maintain QMS process documents for specific processes + Identify opportunity for improvement in effectiveness and efficiency of the processes + Create story boards for process improvement initiatives