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