Assistant Quality Assurance Ma · Rajasthan

TP is looking for an Assistant Quality Assurance Manager to monitor service standards, analyze operational performance, and implement continuous process improvements across operations.

Responsibilities

• Monitor and evaluate customer interactions against defined quality compliance guidelines and scoring parameters.
• Conduct regular quality audits and calibration sessions with team leaders and QA analysts.
• Identify performance gaps, defect trends, and recurring customer pain points through thorough root cause analysis.
• Provide structured feedback and actionable coaching recommendations to improve team performance and customer satisfaction.
• Develop and track key quality metrics, transaction monitoring scores, and overall SLA adherence.
• Generate comprehensive daily, weekly, and monthly quality performance dashboards for operational leadership.
• Support the design and refinement of quality assessment forms, scoring criteria, and evaluation rubrics.
• Partner with operational trainers to address skill gaps and support refresher training programs.
• Ensure standard operating procedures (SOPs) and compliance policies are strictly adhered to across workflows.
• Participate in client review meetings to discuss quality trends, corrective action plans, and quality audit findings.
• Lead process improvement initiatives aimed at reducing error rates and enhancing operational efficiency.