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Call Quality Analyst

Richardson, TX
Payrate- $17-$18 hr W2
Responsibilities
• Audits agreed on sample size for accuracy of decisions made by content moderators, within required timeframes
• Analyse errors, conducts RCA, provides timely, helpful, and usable feedback to respective individuals to drive improved performance. Cascade documented feedback to respective teams
• Provide summary reports (daily/weekly/monthly as agreed)
• Partner with Quality Leads to review, prioritize, and report on top errors and error categories impacting accuracy by service line
• Supports end-to-end internal audit quality activities including but not limited to audit planning, implementation, feedback, and re-audit as required
• Work with training team to identify, report and prioritize training needs based on top error categories
• Work with Team Leads/Frontline Managers, Quality Leads, and Training Team to improve underperformance or bottom quartile performance
• Participate in calibration sessions
• Helps with auditing other QAs’ performance through internal audit of audits (AoA)
• Provides insights and reports bugs with respect to policies/operational guidelines/tooling/reporting etc.
• Mentor new QAs on the audit process, tools, and systems
• Documents processes, good practices, quality models, audit tool functionality using agile methods and collaboration platforms
• Invest in self-development with respect to process knowledge, Quality Process Improvement, and service line domain knowledge, tech and tools for effective auditing and reporting, professional effectiveness

Minimum qualifications
• Any Graduate (PG an added advantage)
• Freshers are eligible


Thanks & Regards,
Harry
Technical Recruiter
Reqroute, Inc
Recruiting solutions for the digital world


 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

 

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