Transaction Quality Assurance Analyst

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

• 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