Job Description for TQA (Grade 6)

Essential Requirements

 

Undergraduate degree and 3 to 5 years work experience in Call center quality assurance activitiesHas the ability to carry out root cause analysis and provide inputs for process improvementKnowledge of Quality Tools & TechniquesHas Required knowledge of a domain to drive process improvement initiativesGood team player with ability to build rapport with the delivery stakeholders and work along with delivery teamGood communication skills

 

Desirable Requirements

Experience in performing call center audits and detection of errors Knowledge of Lean Six Sigma methodologyGood knowledge in preparing power point presentations

Key Responsibilities

Perform root cause analysis and provide inputs for process improvementsCollect data/information and perform data analysis needed for the improvement initiatives, from different sources including call center toolsFacilitate process improvement meetings with stakeholders to develop Corrective action plansCreate & Maintain QMS process documents for specific processesIdentify opportunity for improvement in effectiveness and efficiency of the processesCreate story boards for process improvement initiatives