Data Engineer - Quality Assurance

Curitiba, Brazil

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

Responsibilities

• Conduct process quality audits as per plan.
• Conduct various process audits (1 audit per agent per week) as per procedure and guidelines.
• For agents identified in the bottom quartile of performance, conduct 3 audits per agent per week.
• Prepare findings from the report and share it with the client and the account leadership on a daily/weekly/monthly basis, as required.
• Conduct weekly analysis to identify error trends and for the top 2 errors, conduct root cause analysis (RCA).
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Stakeholder Interaction

• Internal: Delivery Leadership – audit & training reports, error trend...