Quality Assurance & Auditor IRC260154

Description

Looking for candidates with excellent communication skill and the  work experience of QA.

Requirements

The Quality Analyst is responsible for evaluating and monitoring customer interactions and operational processes to ensure adherence to company and client quality standards. This role plays a crucial part in identifying areas for improvement, providing actionable feedback, and helping optimize the overall performance of the support team. The QA will focus on enhancing customer experience through detailed analysis, coaching, and collaboration with operational teams.

• Monitor & Audit Customer Interactions
• Conduct Root Cause Analysis (RCA) & Corrective Actions
• Collaborate with Operations for Performance Improvement
• Generate & Analyze Quality Reports
• Drive Compliance with Service Level Agreement
• Continuous Quality Improvement & Innovation
• Facilitate Training & Agent Development
• Client Interaction & Reporting

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.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.