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Bilingual Quality Associate

3 months ago

Quebec, Canada Tech Mahindra Full time

Roles and Responsibilities

  • Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation forms included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.
  • Random & stratified sampling method will be used to audit the calls and emails
  • Coaching & Feedback sessions
  • Joint call monitoring sessions with respective assigned teams & other stakeholders
  • Provide process updates as per requirement
  • Conduct Team Huddles to discuss the quality scores and areas of opportunities
  • Provide feedback/quality tips to improve customer experience
  • Recognize Agents with excellent performance levels
  • Bottom Quartile management
  • Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)
  • Participate in internal/external calibration sessions
  • DSAT/ Detractor Management activities
  • Flexible in Shifts as per business requirements (24x7)
  • Handle production activities – to answer call / chat / ticket volume spikes


Key Deliverables (KRA/Measure):

  • Knowledge & understanding of the process, evaluation & feedback, reporting and analysis
  • Establish controls on transaction processing aiming for a Zero Defect Output
  • Report and Publish Transaction Quality Metrics
  • Provide feedback and suggestions for improvement
  • GAP Analysis & Controls
  • Adherence & record maintenance to Internal and External QMS Audit Requirements
  • Continuous focus and drive to meet and exceed SLAs
  • Drive organization level quality initiatives


Applicant’s Specifications & Qualification:

  • Excellent verbal and written communication
  • Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Reporting
  • Relevant working experience in an international Service Desk / Technical Support environment preferred.
  • Basic knowledge on Statistical Process Control
  • Shows flexibility/ownership & works under pressure situation
  • Demonstrate excellent communication skills
  • Candidate should be ready to work in a 24*7 environment
  • The candidate should have excellent problem-solving capabilities and lateral thinking skills
  • Good Knowledge of Audit and Evaluation function
  • Analytical bent of mind
  • Fluent in English and French