QA Consultant

Job Summary

Evaluate audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer.

Responsibilities

• Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
• Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
• Regularly participate in client / internal calibration calls to ensure consistency of scoring knowledge
• Meet and exceed daily volume and productivity targets
• Successfully clear the client specific training and ensure all subsequent updates are well understood implemented
• Participate in various internal/external training programs to continuously hone required skills and knowledge base.
• Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.

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