ADAdecco India Private Limited
Quality Assurance Specialist
Bangalore ₹2-5 LPA Posted 20 Jun 2025
FULL TIME
Business Analysis
Quality Monitoring
Reporting
Stakeholder Management
Root Cause Analysis
+1 more
Job Description
- Define and document customer business functions and processes
- Build and present trend data of multichannel monitoring formats and quality standards to compile and track performance at team and individual level
- Prepares and analyzes weekly and monthly internal and external quality reports to identify customer needs and expectations
- Perform ongoing evaluation of reporting effectiveness and develop new reports anticipating the client and internal stakeholder needs and driving to self-service capabilities
- Ensure all call monitoring, scoring and reporting is carried out in an effective, timely and accurate manner, attend calibration sessions and look for continued process improvement and innovation
- Conduct RCAs and provide actionable insights for improvement
- Build strong working relationships with stakeholders and team members through effective communication throughout client life-cycle
- Maintain departmental quality standards through exceptional listening and analytical skills
- Consult with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of system access