- Collect, collate, and analyse performance data on quality
- Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TL
- Highlight key areas of improvement and prepare action plans specific to each area
- Create huddle packs based on the RCAs completed
- Create and implement sampling plan, conduct calibration session and feedback session
- Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances
- Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement
- Collect and analyse customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations
- Report and track implementation of corrective actions to ensure process continuity and stability
- Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness
- Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders
- Identify, initiate, and own sig sigma and lean projects to improve metrics, drive behaviours and reduce costs
- General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
- Awareness of the concepts of computer and mobile hardware (Specific to L1)
- Ability/having experience on reporting including on tools like Avaya/Cisco
- Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment
- Experienced in process excellence, operational excellence, and transactional quality
- Willingness to work on multiple projects and periodically set and achieve stretch goals
- Minimum 2 years of relevant experience (i.e. L1 helpdesk / tech support process) including at least one year as a quality auditor
- Fluency in German and English (C1 Level)
