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