Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
Do
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Stakeholder Interaction
Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Delivery Leadership Audit & training reports, error trends, new process Agents Training Training team for Account Training content and schedule RMAC Risk compliance DOP Support Compliance related support as per account SOW External Clients Reports on training and compliance External Auditors Audits
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain/Industry Knowledge ? Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry ? Foundation
- Process Knowledge ? Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client? Competent
Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Behavioral Competencies
- Project Management Skills
- Analytical & Presentation Skills
- Execution Excellence
- Passion for results
- Stakeholder Management
Deliver
No. Performance Parameter Measure 1. Audit
Adherence to the calendar; audit targets
Compliance % as per audit reports ? zero misses
2. Process Compliance Case targets ? 2 hours/ week logged to be updated with the process
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