Quality Assurance Associate Iii Job in Conduent Business Services India Llp

Job Description:
Conduent is seeking a Quality Assurance Associate with over 2.5 years of experience to join our team. The successful candidate will be responsible for ensuring quality in customer service and operations, providing coaching and feedback, and managing key performance indicators (KPIs) to improve team and individual performance. You will play a vital role in the coaching and development of agents, ensuring adherence to quality standards, and addressing any issues or opportunities identified during reviews.

Key Responsibilities:

• Quality Scoring & Analysis:

  • Review CXS 1 & 2 scores and NPS (Net Promoter Score) to identify areas of opportunity for improvement.
  • Analyze IIPs (Individual Improvement Plans) data and behaviors to determine areas to address and create actions to improve agent performance.
  • Participate in weekly internal calibrations and coordinate with QA Supervisors on calibration calls.

• Coaching & Development:

  • Provide targeted coaching sessions based on QA evaluations and KPIs.
  • Coach agents on performance improvements and document actions, commitments, and follow-ups.
  • Assist in targeted individual coaching for outliers and provide follow-up coaching as needed.

• Team & Supervisory Support:

  • Support the supervisor s team with queries on chat and production floor operations.
  • Handle escalated calls and assist with corporate calls when necessary.

• Reporting & Tracking:

  • Monitor and track EMT evaluations, and analyze behaviors for opportunities for improvement.
  • Review the Quality scorecard daily and take action to address performance issues.
  • Share Quality Performance reports with agents twice a week, highlighting areas for improvement and best practices.
  • Share EOD reports outlining completed activities, highlights, lowlights, and necessary follow-ups.

• Communication & Documentation:

  • Ensure that assigned agents review and complete training on Important News and Service Briefings.
  • Follow up on completion of assigned tasks and ensure agents are aware of weekly reminders.

• Additional Tasks:

  • Perform additional tasks related to tracker management or KPI control as per the line of business (LOB) requirements.

Requirements:

• Experience:
  • Minimum of 2.5 years in a Quality Assurance or related role.
• Education:
  • Any graduation is mandatory.
• Skills:
  • Strong ability to analyze data, identify issues, and take corrective actions.
  • Effective coaching skills to provide feedback and help agents improve.
  • Experience in conducting evaluations and calibrations to ensure quality consistency.
  • Good communication skills to interact with agents and supervisors.
  • Knowledge of KPIs, performance metrics, and service excellence principles.
  • Familiarity with quality scorecards, NPS, and tracking performance metrics.
  • Ability to handle escalated calls and complex queries efficiently.
• Additional Requirements:
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Comfortable working with performance tracking tools and reporting systems.

Why Conduent?

• Impactful Work: Play a pivotal role in improving service quality and customer satisfaction.
• Career Development: Opportunities for coaching, development, and career progression.
• Culture of Value: A workplace where individuality is noticed and valued, providing room for personal and professional growth.

Join Conduent and become part of a team where your contributions make a meaningful difference!