Quality Assurance & Auditor IRC242018

Job Responsibilities

Key Responsibilities:
Quality Monitoring & Auditing:

• Monitor and audit inbound/outbound customer interactions (voice, email, chat) to ensure they meet quality and compliance standards.
• Analyze communication patterns and adherence to process protocols across different support channels.
• Conduct regular audits of processes, workflows, and documentation to ensure alignment with client and organizational requirements.

Process Compliance & Improvement:

• Ensure compliance with organizational quality standards, SLAs (Service Level Agreements), and client-specific requirements.
• Provide feedback to operational teams to drive improvements in service quality and operational efficiency.
• Identify opportunities for continuous process improvement and work with teams to implement best practices.

Reporting & Analytics:

• Collect, analyze, and interpret quality data, including customer satisfaction scores (CSAT), first-call resolution (FCR), and other key performance indicators (KPIs).
• Prepare detailed reports on quality trends, highlighting areas of improvement, and present findings to management and stakeholders.
• Conduct root cause analysis of recurring issues and propose corrective actions to enhance customer experience and quality.

Training & Coaching:

• Collaborate with training teams to provide feedback on quality assessment trends and identify training needs for employees.
• Provide one-on-one coaching to agents based on audit results to improve their communication skills and adherence to process guidelines.
• Participate in training sessions to stay updated on client processes, systems, and customer service techniques.

Client Interaction & SLA Management:

• Work closely with clients and stakeholders to ensure alignment of quality objectives and expectations.
• Ensure all operations adhere to the agreed SLAs and suggest strategies for improvement in underperforming areas.
• Participate in client meetings to discuss performance and share insights on quality metrics

Documentation & Standardization

• Create and maintain documentation related to quality processes, guidelines, and best practices.
• Ensure standardization of QA practices across multiple processes and teams to maintain consistency in service delivery.
• Work on setting up knowledge bases, FAQs, and support documentation for teams to reference.

Qualifications & Skills:

• Bachelor’s degree from a reputed University
• Ready to work in a 24X7 Rapid paced environment
• Excellent written, oral and spoken English is a must

Experience:
Minimum of 4+ years of experience in quality assurance within the ITES, Content Engineering. Experience in handling customer support operations for voice, chat, or email support processes is preferred.

Key Competencies:

Strong understanding of customer support metrics, and quality standards.
Excellent analytical skills and experience in using quality monitoring tools.
Effective communication and presentation skills, with the ability to provide constructive feedback.
Proficient in using Microsoft Office (Excel, Word, PowerPoint) and reporting tools.

We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.