Team Lead / Assistant Manager - Quality Assurance (QA)

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 4-8 years
  • Views
  • 12 Oct 2016

  • Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

Scope of Position:

The QA Team Member is responsible for executing QA responsibilities in his/her location, including participation in project work and initiatives, as needed. The QA Team Member assists the analysts in providing excellent chat and email support to resolve user problems with their Google accounts, coaching them through the various established QA initiatives in place.

Job Description:

Quickly identify and escalate user reported issues to the team lead and operations teams and identify continuous improvement initiatives
Identify requirements for quality modifications within the Customer Support transactions and Operating models and ensure zero tolerance processes are followed.
Assist with QA evaluation requirements to ensure consistency in Operations Support
Create and/or modify standards in documents and/or forms
Act as liaison with managers and supervisors in other Support functions (e.g., Point of Contact POC for Operations, Knowledge Management, etc.) to ensure consistent quality measurements throughout the Support
Provide progress reports to Team Lead or Manager on individual projects and initiatives
Manage the Coaching (mentoring) Program
Conduct evaluations as per the targets defined by the client for the analysts
Assist in Training programs, as needed (new hire training, QA refresher training, supervisor and coach training, etc.)
Execute ad-hoc requests as assigned by the Team Lead, Manager
Analyze CSAT survey results, define improvement efforts and communicate locally
Act as escalation point of contact for process questions and issues
Act as Subject Matter Expert (SME) for QA evaluations
Ensure all QA evaluations are delivered to Analysts as per standard feedback processes.
Contribute to the QA Teams development and share knowledge within the team
Administer the issue repository and ensure all escalations are properly addressed

Minimum Skill Requirement

Must Have:

Any graduate
4+ years of QA experience with good analytical skills
Risk Management and Fraud Investigations background an advantage
Demonstrated capacity for critical thinking, analysis and troubleshooting
Attention to detail with the ability to identify and prevent errors
Good in sharing feedbacks
Ability to think Proactively and drive Process Improvements
Problem solving skills with customer centric approach
Active user of the internet and online applications
Excellent written and oral English language communication skills
Openness to work flexible hours as required, including night shifts and holidays
Experience working collaboratively and proactively in a diverse team environment
Knowledge and work experience on 7 QC tools
Knowledge and work experience on MS tools mainly Excel, PPT, Sharepoint

Educational Requirements

Any graduate
Interpersonal Skills
Excellent customer service skills including follow up, verbal and written communication
Ability to communicate complex issues in a friendly and easy to understand format (verbal and written)
Ability to work independently and within a team
Experience with prioritizing multiple tasks in a fast paced and ambiguous environment

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About Organisation

2COMS Consulting Pvt. Ltd.