Role and Key Responsibilities:

• Ensure quality data is in an analysable format
• Produce regular business reporting and trending quality issue insights
• Strong written and verbal communication skills; comfortable providing constructive feedback and telling a meaningful story with data
• Required to present audit findings to client and internal stakeholders, provide feedback to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop quality improvements
• Conduct calibration, creative approvals, perform fraud audits and compliance audits, and define and update quality frameworks to match the workflows
• Should have solid understanding of workflow, tools used for providing services
• Have experience working as an Agent in same/similar workflows.
• Preferably have previous experience in QA roles.
• Excellent time management skills and the ability to prioritize work accordingly
• Experience with Google Sheets, Docs and Slides
• Ability to adapt to a fast-paced environment and changing criteria/workflows
• Ability to effectively interact and collaborate across functions and levels

Educational Qualification: Graduation