KEY ROLES AND RESPONSIBILITIES
- Prepare weekly Sampling Plan and share with the QA team.
- Ensure that all types of transactions are monitored in the programs assigned
- Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side
- Ensure Sampling Adherence is met MIPs are implemented if required.
- Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better.
- Keep checking the QA's accuracy by doing ATA and Calibration.
- Prepare and share Gage R&R report.
- Be a consultant and advisor to the QAs to clarify on parameters during need.
- Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
- Facilitate QA’s to conduct NH trainings during Nesting.
- Analyse monitoring data to identify program level issues and opportunities
- Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
Requirements
- Good knowledge of Quality metrics, their measurements and thresholds / targets
- Knowledge and clear understanding of critical and non-critical errors in the transactions
- Good in investigative and b...
Sutherland
Sutherland is seeking an organized and goal-oriented person to join us as a Team Leader for Banking & Financial Account
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