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
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-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
