QA

Quality Analyst • Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability. • Provide regular performance feedback and coaching, and Coach outliers on a one to one one-toone basis and give feedback to Team Leader/Manager. • Responsible for generating daily, weekly & monthly reports on quality performance • Provide weekly QA feedback to supervisors to help them analyze the trends with the team. • Calibrate cases internally with the team to ensure minimum difference in the ratings. • Conduct regular huddles with the various teams/ training batches to share project expectations and trends observed. • Perform data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile. • Liaise with the customer counterparts, for any/all KT’s that happen. • RCA on Fatal Errors and provide inputs for further training needs. • Suggest Quality improvement plan. • Refresher training on process, ticket documentation mandates, customer handling and Communication skills. • Support in updating the Knowledgebase. TIS Service Desk